On the first day of 3G testing I sent an email to Alfa asking them for the 3G settings for my Windows Phone 7 device. The 3G had started working on my android phone but couldn’t connect on the other one. An hour or 2 later I got a phone call from Alfa, the person at the end of the line first asked me if I had tried calling 118 (that’s the 3G support number). I told him I did not, he asked me why, he asked if I had a prior bad experience with them or if I had tried to call them and they had not answered. I told him I had no problem with 118 but I figured that sending an email would be faster and easier for me. The support guy then guided me setting up the phone settings. After correctly entering the data, everything worked perfectly. After that he asked me to call 118 while I was on the phone with him (using my normal line) and see if they answer me. I called them and they did, he thanked me and asked me to get back to him if I have any other issue/remark. Note that while talking to him I told him about the speeds I was currently getting and about the quality of the connection at my location; the call was also followed by another 2 calls about Alfa asking me if my problem was fixed.
At noon the service suddenly stopped working, I tried to call them around 13:00 but got no reply on the first try, on the second one and after a minute of waiting an operator answered the phone and asked me for my 3G mobile number. I did not have the number memorized so I told him to hold for a sec but when I got back to him (after around 40 seconds I think) the line was already disconnected so I then decided to wait and ignore the disconnection since I was busy anyways.
The second day I got a phone call from Alfa in the morning, the person on the other end of the line asked me if everything was OK today since I had complained on the previous day about a non stable service. I told him that I had not complain (I wrote on the blog that speeds varied a lot so I don’t know if they read that) but that speeds were better today but that I did not test it extensively yet. He asked me to test it a little and told me that he would try to call me back in 5 minutes. To test the connection I tried to open 2 YouTube videos, one loaded quickly on the first try and the second loaded quickly but took a little time to start. When he called back I told him everything was going OK. Two hours later I got another call from Alfa, the person also asked me if my complaints from the day before were solved, I told them everything was OK.
So as you can see the customer support for 3G is currently good but lacks organization, I hope they improve that side of it before the full launch. How good/bad was your experience using 3G?