Tesco Mobile suggested I wrote a review so I will indeed!
After 27 years of being with a mobile provider (name is one vowel and a Nº) and annoyed with the price increases for SIM only, I opted for this provider and knew beforehand which product I wanted.
I want to stress that my rating is based on my first 2 1/2 days with Tesco M.
Anyway, on 27/01 I went to the shop in Grimsby. The female staff, boasting that she was the manageress with 16 years of experience, attended to me. The shop wasn't busy, with only one other customer with her younger colleague.
I'll admit that she was pleasant enough. While we were filling out the subscription form the computer froze. I was asked to come back later, so I did come back an hour later.
We had to restart from scratch but it went smoothly.
She also placed the Tesco SIM card in and removed one, saying "you don't need this one" but didn't give it back to me. After leaving the shop I thought it was weird she hadn't, even if it was the previous provider's SIM card.
Before I left the female staff asked me to restart my phone several times over the next 2 days (which I did) and said that for a very short while I wouldn't be able to make phone calls.
At no point did she say I'd have to come back or remove the SIM card myself!
I understood something was really wrong when after 2 days I still couldn't make calls.
More to the point, my previous provider informed me a few hours after me visiting Tesco that I'd been disconnected and Tesco sending me 2 emails on 28/01 and this morning, saying I was connected!?
Things went from bad to worse when Tesco texted me I had to text them back from another mobile number!? or ring them. Really? With my phone not making calls!?
Today, I tried to contact Tesco Mobile 3 times on line (between 11 a.m. and noon) and even if the live chat claims to be available from 7 a.m. to 11 p.m., I couldn't chat to anybody.
That's when I decided to drive to Tesco Mobile shop (30 min each way) to ask what was going on.
After explaining the problems Connor knew straight away what his "boss" had done so he removed the O2 SIM card AND gave it to me without me even asking for it. Surprise surprise it worked straight away!
What infuriates me even more is that I now know for sure it was the spare SIM she removed!...
In other words if you have to go to Grimsby shop (or any other shops really) make sure you don't deal with "a" Lucy and check that if they remove a SIM card they do NOT keep it!
Just to sum it up, I'm very angry and not impressed at all neither with a member of staff in a shop nor with on line customer service.
As far as I'm concerned, 2 bad experiences in 3 days 🙁 It's not exactly what I would call "a good start".
Why did Lucy say she was "shocked" when I showed her and asked about their rating on Trustpilot is a mystery. She said their customer service in particular was renowned for their high performance.
I wouldn't have thought 83% of 1 star was a high level of satisfactory appreciation...
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