Top critical review
1.0 out of 5 starsService Failure & Unreliable, Unhelpful, Some Even Non-existent Customer Service
Reviewed in Canada on December 28, 2023
I am usually not one to write negative reviews, but unfortunately, this company and customer service was a great disappointment. Upon contemplation, I decide to write this because I chose to purchase this product due to the very high reviews. However, in my experience, the service that they failed to deliver cost me much time, energy, and money during and after my work trip. I hope that this honest review serves as a caution for potential future buyers.
I bought the 9-day plan. Activated the SIM 2 days in advance. The SIM worked normally the day I arrived. On day 6, there was no service on my phone. I thought it was an issue on my end, so I waited a few hours. Still no service. I rebooted my phone a couple times. Took the SIM out and back in. Still, the same issue.
Because the SIM did not work, I could not call the numbers they gave to access them if there are any issues. I also couldn't access WhatsApp (another contact they provided) because, again, no SIM service.
I had to take time out of my work trip, and purchase an item at a cafe to use their Wifi in order to contact customer service.
The first representative ultimately said there was no other way to solve this issue, and that I just had to purchase a local SIM card in order to use my phone. So, I took more time out of my trip to go to a local phone carrier and purchase a SIM card (which cost another $27).
Approximately 6 hours later, a different representative messaged to suggest a troubleshooting solution to the issue I had experienced. After I told them I had already purchased a local SIM card, they said that they would have found a solution rather than have me spend money on a new one.
They offered a refund for the two days I was not able to use their service, which would only amount to approximately $8.5. I explained that this offer does not add up. I purchased the 9-day plan. If their service delivered, I would not have had to spend an extra $27. I asked if they could cover for the cost of my new SIM. After saying they would bring this up to their superior, it was radio silence on their end for 4-5 days. I messaged multiple times. They read the messages, but did not respond. I called the two phone numbers they provided multiple times over a few days thinking I may have called on their off-hours. One number would automatically disconnect. The other number never answered. Neither of these numbers connected me to a CS representative. The numerous times I called and failed to connect proves to me that the numbers they give do not provide the services they promise. They never answered their WhatsApp calls either. I also emailed them, but their only response was to use WhatsApp.
After returning from my trip, I eventually got a message saying they can only provide a half refund because “the SIM is not a life necessity for this trip.”
All in all, I am extremely disappointed by this company. The initial SIM issue I experienced is minor — I understand that it is something that can happen. However, the most disappointing is their very unreliable (WhatsApp), unhelpful (email), some even non-existent (phone numbers), customer service and unreasonable solution to their failed service.
I will not be using this company again, and hope this review helps others in their decision as well.