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☆☆☆☆☆

“Very rarely do I have a conversation with a company...”

written by nigeldavey on 14/09/2005

Good Points
Their charges 'appear' to be very good.

Bad Points
Poor coverage (in my area). Awful customer service.

General Comments
Very rarely do I have a conversation with a company that really doesn't 'get it' regarding customer service. Easymobile have definitely won this years award in my book.



I signed up for two Sim card/accounts at £5 each on their website, and a few days later the cards turned up. Now when I first popped the card in the phone I couldn't get any network signal since it had not been 'activated' (I rang them to discover this). So I went onto their website and activated both cards. Within a few hours, Bingo, it was working. However, it was working very badly. I had one bar that kept disappearing, so I rang them back and told them that the service was no good to me. The guy on the phone said it was OK, and I could cancel on their website and get a full refund, since I had not made any calls (both cards had £5 of credit on them). So I went through the cancellation procedure.



I thought no more of it until I recently had to check my Visa statement for something, and noticed that no refund had ever been made by Easymobile.



Today I gave them a ring. After being left on hold whilst it was investigated, I was told that no refund would be given. I asked why, and was told it was because I had activated both cards. I explained that I could not get a signal until it was activated, and that I hadn't made any calls. Apparently it is in their terms and conditions that no refund will be given after activation. At this point I asked to speak with a supervisor who gave me the same reply. I said something along the lines of "you must be joking, I've never had the service promised, never made any calls, and had one of your chaps say I would get a full refund". She asked for my postcode, and then told me that according to her computer I had a very strong outdoor signal in my area. Of course I disagreed, and said "come on, we are talking £10 here, can't you see how bad this makes you look". She was unmoved, and said no refund would be given. She really couldn't grasp how detrimental this could all be to their corporate image over a mere £10!!!



Anyway the bottom line is that EasyMobile will not refund me the money, and they are standing their ground, even though they run the risk of me posting their antics on relevant websites like this.



On an up note, I contacted my Visa card company and asked for the payment to be put into dispute. Shell Visa have given me my money back, but as a good will gesture, they won't be going after Easy Mobile for it. So a big thumbs up to Shell Visa



It seems that EasyMobiles customer service are still in the dark ages.



Not that I'm bitter (hey I've got my money back), but was it really worth it for £10 Easymobile?

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