Instead of me explaining thing from the beginning, I will just post the email I sent 2Degrees that explains what happened. In short I got the 2degrees Samsung Galaxy S III from their shop, told that it's a touch2pay phone and will get free 1GB every weekend (to last during the weekend) when I activate my snapper sim card. I did activate the snapper sim car at the branch on Friday but didn't get my 1GB free data. I called the customer service, the girl was talking to me like I am some sort of idiot, trying to convince me that I should have topped up my snapper sim to be able to get the free data, then she talked to her manager and came back telling me that my phone is not a touch2pay phone and I should dump it and go buy the LG touch2pay phone.
I have many problems with 2degrees, including not being able to sign in on their website, or I sign in and the system keeps signing me out everytime I try to top up or use any of the left hand side links but this is by far the most frustrating problem I had with them, and let's assume they fix the problem, huh the weekend is almost over and I haven't got anything anyway.
Very very disappointed, anybody had the same issue before???
Here is the email I wrote them:
I am a loyal 2Degrees customer. I have been convinced by one of your very talented sales men on Thursday to switch from my previous $39 plan with no term to $89 plan with 24 months term (which is what I’ve done) which will also give me the following (as he promised):
1- 460 minutes / month
2- 2500 texts anywhere in NZ
3- 1250 MB / month
4- Free weekend bus travel until the end of 2012 when I get my Snapper sim activated (he said that this branch “customhouse” has ran out of snapper replacement sims)
5- 1GB / week until the end of 2012 when I get my snapper sim activated.
6- Samsung galaxy SIII Touch2Pay phone, blue coloured.
I went yesterday to the Lambton quay store and got my snapper sim card (touch2pay) switched on and activated and the staff member told me it should be good to go and I should be able to use my free passes and data starting from Friday’s midnight (same day).
The snapper application on my phone shows the following information:
On your snapper right now
You have a pass with
On this snapper
Also the snapper website confirms what those fine gentlemen’s have told me:
And here I was Saturday morning 8:00 am and I haven’t got my weekend data. An hour later I called the customer service to ask about it.
While she was nice and friendly to start with, she tried to convince me that I should have topped-up my Touch2pay phone snapper balance yesterday (Friday) because that’s the only way I would get my weekend data, but I told her that the website clearly says “Data first loaded the weekend following date of activation.” Which was yesterday. Here is a copy:
Then she said that her supervisor advised that I don’t have a touch to pay phone (Galaxy S III) and the only touch2pay phone 2 degrees offer is the LG Optimus Net. Which conflicts with what I have been promised by your very talented sales person two days ago. He convinced me that I will get the touch2pay offer as this phone INDEED IS a 2degrees touch2pay phone. Needless to say that I felt completely stupid during that phone call to customer service, knowing that one of them actually didn’t tell me the truth or even worth one of them doesn’t know what is/is not a touch2pay phone.
This is my second day of my very long 24 months contract, and to be honest, I am not very happy with it so far. I have been promised that a supervisor will look at my case (#3022325) and will call me back in 24 hours.
Now I am complaining about the following:
1- My promised weekend data that’s not there.
2- If other parties have your news before you (Snapper website, GeekZone Forum etc…) , then your website is way out of date. Also this is used against us (customer) by the customer support people to prove their point (ex. The only Touch2Pay phone is the LG one, because 2degrees website says so)
3- Conflicts between customer support and 2degrees shops. One of them is either not telling the truth (to make a sale for example) or very much out of date which is a problem that your management should be asked about.
4- While my phone’s snapper app clearly says that I have a pass with 275 days, I have no confidence whatsoever that the promised passes will work, because of all the confusion I got from 2degrees about it.
I can just hope that I get that phone call from the supervisor (as I was promised) with a good solution before the end of the day, or the end of the weekend when a solution will be useless and just a waste of time.