Dear Mr Dyson,
I’m writing to you as a last resort to ask for your assistance.
I privately purchased an iPhone 5 from one of your customers in April 2013 as a gift for my wife. On contacting your customer services department to arrange for the telephone to be unlocked she was advised that this could not be done without agreement from the previous owner to eliminate any risk that the telephone had been lost or stolen. She was assured that Three would attempt to contact the owner to obtain this agreement. To speed matters along, she also separately asked the previous owner to contact you and give this agreement – which I understand was done.
On May 30th, 2013, she contacted Three again, as instructed, to take the unlocking forward now that you had the agreement from the previous owner. However, this time she was advised that the agreement had NOT be received and that nothing could be done. So, while my wife was on the telephone to your team (who, incidentally, advised her that she could get the phone unlocked ‘unofficially’) I contacted the previous owner directly and asked that the permission be given to Three so that my wife could start to use the telephone I had purchased for her. Your agent put my wife on hold and called the previous owner and then acknowledged to my wife that the appropriate permission had been given. However, the agent still refused to unlock the phone. During the ensuing conversation, my wife learned that the previous owner still had an outstanding debt with you and that this was the reason for your refusal to unlock the phone.
My wife has called your team a handful of times in the intervening period to check whether she can unlock the phone but has always been told no. We left the matter for a few months for various reasons, and have now tried again today (February 7th, 2014) to get it resolved.
Imagine our frustration at being told, 10 months after purchasing the phone, that we STILL could not have it unlocked. The customer service agent told my wife that there was still a debt outstanding.
Please can you tell me how you expect my wife and I to proceed in this case?
1) YOUR customer has advised you that the telephone has been purchased legally by me.
2) YOU are fully aware that the telephone is in our possession – we have provided all the required information AND purchased a nano-sim to activate the phone on the Three network.
3) This is a situation between YOU and YOUR customer; it is nothing to do with us.
I would like to understand why Three cannot proceed with YOUR dispute with YOUR customer without inconveniencing my wife and I? We are caught in the middle in all of this having done nothing wrong, purchased a second-hand phone in good faith, and complied with all the instructions given to us by your customer agents.
I would like the telephone to be unlocked as soon as possible by Three as you are currently holding my wife and I and our money to ransom for something we cannot rectify for you and have no obligation to rectify for you.
I look forward to your swift response. I can be reached on 07XXX XXXXXX. You will notice that, for the time being at least, I too am a Three customer.
So he bought an iPhone on the THREE network from a random person paying them £400 and is moaning that they won't unlock it so he can use another network. What a retard. Why didn't he just get one on the network he wanted?
What are your opinions on this?