TL;DR: When Kogan works, it’s great. But when something goes wrong, their customer service is absolutely appalling. A phone company you can’t call? That says it all.I’ve been a Kogan customer for years - bought plenty of their products and used their mobile service on and off, depending on my needs. Up until recently, everything had been smooth. But if something goes wrong, brace yourself: their customer service is one of the worst I’ve ever experienced.Let that sink in: a phone company that you can’t actually call. There’s no phone number, no escalation to a manager, and no real complaint resolution team. You’re left dealing with either a basic online chat or what seems like automated email replies that only seem to respond to keywords not the actual issue you're reporting.I recently took up a EOYBOGOF SIM deal. After porting numbers, the service worked for a few hours - then I was completely disconnected the next day. No calls, no texts, no data. It took them a month to resolve it, and that was only after they sent me a third SIM card, which finally worked.But the issues didn’t stop there. I’m now facing ongoing problems sending text messages. Despite a two-week-long email thread, the issue is still unresolved. They advised me to reset my APN settings to the ones listed on their website - which completely cut off my mobile network (no 5G, no signal, no texts, no nothing). I reverted back to the original APN that came with the SIM, and everything worked again - except I still can't send texts.To make matters worse, their responses are slow, unhelpful, and often ignore the actual information I provide. Screenshots go unnoticed, and I get asked for irrelevant details that clearly don’t relate to the issue. It honestly feels like their support is outsourced and lacks any real understanding or authority to fix problems.Out of frustration, I contacted One NZ (whose network Kogan uses). They identified the issue and told me it could be resolved by the end of the working day - but since I’m not their direct customer, they couldn’t do anything further.So here I am, six weeks on, still dealing with two separate issues. And what do I get in return? A $10 refund for a service I paid for and can’t even use. Frankly, it’s insulting. I don’t want the money - I want a working phone service.It’s such a shame, because when Kogan works, it’s genuinely a good deal. But if anything breaks, you’ll enter a frustrating cycle of neglect, delays, and zero accountability.A phone company you can’t call? That alone should be a red flag.
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