ACS demands mobile phone improvements
It has conducted a survey which has revealed that only 11 per cent of its members believe the 3 network offers a decent service.
The report also showed that 89 per cent of the respondents called for Hutchison should be more open about its service and should cease from making blanket denials.
81 per cent said that Hutchison should allow unhappy 3 customers to break their contracts without a penalty being applied.
ACS President-elect, Edwar Mandla, initiated the survey this week after being made aware of customer complaints about being plagued by poor coverage, constant drop-outs, sub-standard customer service and connection problems.
ACS National President, Richard Hogg, said: "As the professional society for those working in the ICT sector, the ACS is enormously concerned to see any vendor failing to back up its products and services with satisfactory customer service.
After all the hype we saw in the 1990s, the community is already highly sceptical about the reliability and performance of technology products and services and, indeed, companies. The last thing we need is more unfulfilled promises since it gives the whole industry a bad name. This is good business sense and applies to all vendors in the sector."
President-elect, Edward Mandla said ACS would like to see Hutchison adopt a more transparent approach to its communication with customers and work to resolve the performance issues: "As a public company, Hutchison has a duty to the community to be honest about its problems. We have heard from many 3 customers who are so disappointed with the quality and coverage of the network and are not prepared to invest more time with Hutchison's customer service. A number have had to purchase a second phone from an alternative carrier."
This is the first in a number of spot surveys carried out by ACS members on many topical issues. The 3 survey canvassed 6,500 members in NSW and Victoria, attracting 396 responses within 24 hours.
ACS demands mobile phone improvements
The Austrailan Computer Society has insisted that Hutchison Telecommunications' 3 mobile phone service must improve the treatment of its customers.
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