Comments on: A Sale Un-Made (snatching defeat from the jaws of victory at three.co.uk) http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/ Observing, reflecting, designing. Thu, 09 Feb 2012 23:14:39 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Patrick http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7389 Patrick Tue, 12 Dec 2006 22:52:10 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7389 omg! we had to beg, borrow and steal to try and get them to bend the rules in-store! I should have tried calling them on the phone...oh that's right BT wouldn't give me a landline either! :) I run the risk of sounding like some bum who was a drain on British society, but I did eventually get both a mobile and landline, household utilities and even a bank account. Those first few months were tough though. omg! we had to beg, borrow and steal to try and get them to bend the rules in-store!
I should have tried calling them on the phone…oh that’s right BT wouldn’t give me a landline either! :)
I run the risk of sounding like some bum who was a drain on British society, but I did eventually get both a mobile and landline, household utilities and even a bank account. Those first few months were tough though.

]]> By: leisa.reichelt http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7382 leisa.reichelt Tue, 12 Dec 2006 16:13:20 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7382 Buying the phone instore ended up being a very good move due to my recency in the UK. In order to over-ride the technology the gal who set up the phone for me simply lied to the computer. According to Three I've been living and working here for years. Another guy did exactly the same thing for my husband when we'd been here for a few weeks and he didn't even have a job yet! aaah, just another example of users refusing to be thwarted by technology when there are sales targets at stake. I love it :) <i>(3, if you're reading this, don't stress. I have every intention of paying your bills and the means to do so)</i> Oh, and as for Glenn. I don't think he's a myth... (unless they constructed very average spelling into the script), but I did start to wonder if he was the only guy in charge of answering the live chat questions. I'd *love* to know what proportion of users on those pages actually use live chat support! Buying the phone instore ended up being a very good move due to my recency in the UK. In order to over-ride the technology the gal who set up the phone for me simply lied to the computer. According to Three I’ve been living and working here for years. Another guy did exactly the same thing for my husband when we’d been here for a few weeks and he didn’t even have a job yet!

aaah, just another example of users refusing to be thwarted by technology when there are sales targets at stake. I love it :)

(3, if you’re reading this, don’t stress. I have every intention of paying your bills and the means to do so)

Oh, and as for Glenn. I don’t think he’s a myth… (unless they constructed very average spelling into the script), but I did start to wonder if he was the only guy in charge of answering the live chat questions. I’d *love* to know what proportion of users on those pages actually use live chat support!

]]> By: Patrick http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7372 Patrick Tue, 12 Dec 2006 01:35:12 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7372 I know you pain Lisa! Having lived in the UK for a number years I know how frustrating it is to try and buy a mobile (on or offline) if you're 'fresh off the boat'. It really is awful. Regarding the live chat, I've used similar things quite a few times, but have never had such a good experience. Who is this Glenn fella? surely he's a myth :) I know you pain Lisa!
Having lived in the UK for a number years I know how frustrating it is to try and buy a mobile (on or offline) if you’re ‘fresh off the boat’. It really is awful.
Regarding the live chat, I’ve used similar things quite a few times, but have never had such a good experience. Who is this Glenn fella? surely he’s a myth :)

]]> By: disambiguity - » Smart email: If I stop buying, ask me why! http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7319 disambiguity - » Smart email: If I stop buying, ask me why! Thu, 07 Dec 2006 12:17:39 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7319 [...] The first example was Three which I discussed in an earlier post and just this morning Ocardo emailed me saying they’d noticed I’ve not been buying their organic boxes lately. You can tell from their email (above) that they assume that I’ve just forgotten about this great service they’re offering and that a reminder and maybe a special offer will trigger my buying behaviour again. [...] [...] The first example was Three which I discussed in an earlier post and just this morning Ocardo emailed me saying they’d noticed I’ve not been buying their organic boxes lately. You can tell from their email (above) that they assume that I’ve just forgotten about this great service they’re offering and that a reminder and maybe a special offer will trigger my buying behaviour again. [...]

]]> By: leisa.reichelt http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7260 leisa.reichelt Mon, 04 Dec 2006 12:04:01 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7260 Yeah, I'd be interested to know what the usage on live chat is too. I can't imagine that it's particularly high... I remember when I first started seeing Live Chat around as a customer support tool I was too scared of it to use it. I wonder if that's just me or if others have the same experience. Using Messenger on the phone is an interesting experience... I'm not sure it's the killer app on this device, but it's fun to have. I'll write up some thoughts on it soon. Still trying to get everything set up and working for now! Yeah, I’d be interested to know what the usage on live chat is too. I can’t imagine that it’s particularly high…

I remember when I first started seeing Live Chat around as a customer support tool I was too scared of it to use it. I wonder if that’s just me or if others have the same experience.

Using Messenger on the phone is an interesting experience… I’m not sure it’s the killer app on this device, but it’s fun to have. I’ll write up some thoughts on it soon. Still trying to get everything set up and working for now!

]]> By: Ivanka http://www.disambiguity.com/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/comment-page-1/#comment-7251 Ivanka Sun, 03 Dec 2006 16:17:13 +0000 http://www.disambiguity.com/2006/12/02/a-sale-un-made-snatching-defeat-from-the-jaws-of-victory-at-threecouk/#comment-7251 I wonder how many people use the live chat? It does sound like 3 were lucky the gadget lust was so strong! I'd like to think this supports the case for getting personas to represent edge cases. The site needn't necessarily be designed for persons recently moved to the UK but a little more could have been done to anticipate that scenario. Just a bit of text maybe. Nice and cheap! Apparently there are loads of you immigrant types - online purchasing might be missing a trick ;) So, after all that, have you got the phone and how goes using messenger on it? I wonder how many people use the live chat? It does sound like 3 were lucky the gadget lust was so strong!

I’d like to think this supports the case for getting personas to represent edge cases. The site needn’t necessarily be designed for persons recently moved to the UK but a little more could have been done to anticipate that scenario. Just a bit of text maybe. Nice and cheap! Apparently there are loads of you immigrant types – online purchasing might be missing a trick ;)

So, after all that, have you got the phone and how goes using messenger on it?

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