Gt-sim bad bad bad

[bbob]

I am using a Travel Sim UK - 100% Free Roaming - No Connetion or Daily Fee card and their customer service works fine. Some weeks ago the platform had technincal problems which seemed to be a problem amongst all numbers, so for example GeoSim World Wide Sim Cards | Cheap Overseas Mobile Phone Calls & Free Roaming International Sim Card | Geo Sim Card Saves 85% On International Call Charges was offline and other too.

Travelsimcard allready had a message on the frontpage informing us of the problem. This saved me calling them and them asnwering tons of questions from user. They updated this page during the hours of the problem. Globalsimcard for example did not have any message.

So yes there are companies that have a customer support.

But it's up to you if you want to pay the lowest price and have bad customer support. My opinion is that you pay the company something so yes you can expect some support.

[MrEd]

Originally Posted by bbob

I am using a Travel Sim UK card and their customer service works fine. Some weeks ago the platform had technincal problems which seemed to be a problem amongst all numbers, so for example www.globalsimcard.co.uk was offline and other too.

Travelsimcard allready had a message on the frontpage informing us of the problem. This saved me calling them and them asnwering tons of questions from user. They updated this page during the hours of the problem. Globalsimcard for example did not have any message.

Its easy to misjudge judge a book by its cover. The issue referred to affected less than 0.5% of GeoSIM users and therefore did not require an "alert" to be posted on the website.

Customer support cannot be judged on what is posted on a website. A recent comment from a customer ....."Thank you for once again having the best customer service I've ever experienced." says it all.

[bbob]

Originally Posted by MrEd

Its easy to misjudge judge a book by its cover. The issue referred to affected less than 0.5% of GeoSIM users and therefore did not require an "alert" to be posted on the website.

Customer support cannot be judged on what is posted on a website. A recent comment from a customer ....."Thank you for once again having the best customer service I've ever experienced." says it all.

Don't know if it was 0.5% of the customers I have both a globalsimcard.co.uk and travelsimcard..co.uk and both were offline. I must have been unlucky having 2 cards offline.

If you want to argue about what is posted on a website or not. My point is that your competitor did feel the need to inform customers about a problem. Even if it's like you say ony effects a small %, for those it saves them calling you asking what is going on. It saves you telling the same story 100 times.
For me it just shows that this provider actively monitors the system and in case of an error reports this. For me this is an example of good service. And yes there is more than this that makes a good service.

What I do find bad service is the situation where some providers including yourself have talked about the launch of a dual sim card but keep delaying this. Maybe it's time to either take the offer offline or give us some background info why this keeps on delyaing and delaying. Informing your customers even if it's not good news is also part of customer service.

[MrEd]

Originally Posted by bbob

Don't know if it was 0.5% of the customers I have both a globalsimcard.co.uk and travelsimcard..co.uk and both were offline. I must have been unlucky having 2 cards offline.

It was 0.5% of our customers.

Originally Posted by bbob

For me it just shows that this provider actively monitors the system and in case of an error reports this. For me this is an example of good service. And yes there is more than this that makes a good service.

Who is to say the system / service is not actively monitored 24/7?

With such a small percentage of users affected, many of which were not actively using their SIMs at the time, the need to alert unaffected users was deemed unnecessary.

Different companies have different perspectives and priorities at any given time. Because one company chose to do one thing and another something else, does not mean that one is "better" than another, simply that at that particular time and circumstance, they chose to address different issues, probably because each company was being affected differently at that point in time.

Originally Posted by bbob

What I do find bad service is the situation where some providers including yourself have talked about the launch of a dual sim card but keep delaying this. Maybe it's time to either take the offer offline or give us some background info why this keeps on delyaing and delaying. Informing your customers even if it's not good news is also part of customer service.

This is not about "bad service", but of keeping relevant customers fully informed, of which any dealer of reputation and good standing certainly will have been via email or on their website as they see fit.