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Forums › One NZ (including Farmside) › Help with Kogan?
Lias

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#311551 26-Jan-2024 10:01
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My son's Kogan sim was disconnected late October last year, despite having been paid in advance for a year in September. Unfortunately around the time this happened he broke his phone and we didn't actually realise something was amiss until he got a new phone at Christmas time. I've been battling with Kogan front line support for weeks trying to get it resolved. I get endless promises someone will fix it, someone will resolve it, someone will ring me back, someone will email me and they never do. Does anyone know how to talk to anyone at Kogan beyond the front line Indian chat support? I've repeatedly asked them to let me talk to a Tier 2 team or a manager without any result. 

 

Given Kogan is a One MVNO I was wondering if any of the One staff who lurk here might be able to help or have any contacts at Kogan who can?




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

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networkn
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  #3186839 26-Jan-2024 13:50
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I have, on the whole, found Kogan quite exceptional to deal with, when it comes to straight forward things, when things get complicated, they fall down, as so many companies do. There just isn't the right level of escalation occurring in same cases. For my issue, which was significantly more complicated (3 plans, relaligning due dates, moving to new plans, compensation for incorrectly advising on what a plan included, and 12 credits and 12 debits, what it really came down to, was getting the right person on the right day in chat. 

 

 

 

They did eventually make everything 'good', but it took weeks and weeks and honestly, other than the principle of the situation, I spent far more time than was economically sensible insisting it get to 'good'.

 

 



Lias

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  #3186887 26-Jan-2024 13:57
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networkn:

 

... it took weeks and weeks and honestly, other than the principle of the situation, I spent far more time than was economically sensible insisting it get to 'good'.

 

 

I'm already at that point with no end in sight.. it's very frustrating. 




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

networkn
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  #3186890 26-Jan-2024 14:04
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Have you asked for a Manager to contact you by phone?

 

 

 

David Shafer and Ruslan Kogan can be contacted via email at kogan.com.au 

 

 

 

 

 

 



Lias

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  #3186891 26-Jan-2024 14:07
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networkn:

 

Have you asked for a Manager to contact you by phone?

 

 

Yep.. I was told on the 11th a manager would call me.. Still waiting.




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

networkn
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  #3186893 26-Jan-2024 14:13
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Lias:

 

networkn:

 

Have you asked for a Manager to contact you by phone?

 

 

Yep.. I was told on the 11th a manager would call me.. Still waiting.

 

 

I'd start emailing the exec team :) 

 

 

 

I always start by. 

 

 

 

Sorry for disturbing you, unfortunately, I've tried various forms of escalation to have my problem resolved. I understand you won't deal with this personally, but will be able to forward this suitably qualified to resolve the issue once and for all. 

 

 

 

 

MaxineN
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  #3186896 26-Jan-2024 14:27
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I can have a look.

 

 

 

maxine.nesbitt@one.nz

 

Number and full name and best contact number

 

 

 

Kind regards

 

Maxine




Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

 
 
 
 

Shop now for Lenovo laptops and other devices (affiliate link).
Lias

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  #3186898 26-Jan-2024 14:30
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I think they might be psychic..

 

I came on here and ranted and now they've gone and fixed it after a month of banging my head against the wall.

 

edit as of about 10 minutes ago lol, so I posted first hehe




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

MaxineN
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  #3186899 26-Jan-2024 14:32
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Lias:

 

I think they might be psychic..

 

I came on here and ranted and now they've gone and fixed it after a month of banging my head against the wall.

 

edit as of about 10 minutes ago lol, so I posted first hehe

 

 

 

 

I know nothing of being psychic ;)

 

 

 

Glad it's resolved




Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

Lias

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  #3186902 26-Jan-2024 14:39
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MaxineN:

 

Glad it's resolved

 

 

Me too, also appreciate the offer of help :-)




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

CYaBro
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  #3186943 26-Jan-2024 16:43
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We're also having support issues with my son's new Kogan prepay plan.
We attempted to port his 2degrees number in December and never received the SMS to confirm the port request.

 

I put it down to those SMS not being able to be received on 2degrees wifi calling since there is no cell coverage here.

 

So the next few trips into town included taking son's phone and trying again and then hanging around for the 4 hours they say it should take but still no SMS.

 

We were away for a couple of weeks in January staying where there was cell coverage, and my son had his phone with him, so I got in contact with Kogan support about it.

 

Then started the 'please wait 24/48 hours while this is escalated to the appropriate team, and we will get back to you'.

 

Never did so contacted again, and again, and again, each time getting the same answer as above.

 

Not sure how many times I made contact and still today waiting for an answer as to why the number hasn't been ported.

 

I spoke to 2degrees and they said they have never received any port request for my son's number from Kogan.

 

 




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Lias

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  #3187022 26-Jan-2024 17:53
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CYaBro:

 

Then started the 'please wait 24/48 hours while this is escalated to the appropriate team, and we will get back to you'.

 

Never did so contacted again, and again, and again, each time getting the same answer as above.

 

 

Yep that's pretty much my experience too right up until I sucked it up and chased them again after lunch today and they're okay it's fixed, please reinsert the SIM and it should work now.




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

 
 
 
 

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Lias

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  #3187470 27-Jan-2024 20:08
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Goddamnit I spoke too soon.

 

So after fixing it yesterday, they agreed to a partial refund for the time he's not been able to use the plan. Today they processed the refund.. and cancelled the plan.. 

 

*bangs head against wall some more*

 

 




I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

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