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428 posts

Ultimate Geek


#230486 26-Feb-2018 11:26
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At the beginning of February I ordered a replacement SIM pack from 2degrees online store. (old phone failing, had a new phone which will take a microSIM, original standard size SIM in current phone).


This was shipped with Courierpost. It never arrived, tracking information shows it being scanned out of the depot by a driver, but never anything after that. I rang Courierpost they tried to track the package but say it is officially lost. They tell me to contact the sender and get them to initiate the lost package procedures and arragne a replacement. I contacted 2degrees again and let them know. They are saying they can't initiate this, it is up to Courierpost to tell them it is lost. Courierpost tell me it is the sender who need to make the claim. In the meantime I am left without a working mobile.


In the past whenever an item has been lost in delivery it has been up to the sender to arrange the replacement (They are the ones who contract the couriers after all) Why is it in this case neither party will take the next step?

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879 posts

Ultimate Geek


  #1964345 26-Feb-2018 11:29
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It's 2 degrees problem.


Someone at 2 degrees is failing customer service and common sense 101 with this.


Amazed they did not just ship you a new sim on the spot.

240 posts

Master Geek
Inactive user

  #1964349 26-Feb-2018 11:35
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I agree. It's 2 Degrees problem & best sorted by just sending another. 


4705 posts

Uber Geek

  #1964356 26-Feb-2018 11:46
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Definitely 2degrees responsibility to file the claim. 


I sent something once which never arrived..... NZ post told me I had to lodge the claim.  Incidentally , my claim was initially denied as they said it was an invalid postal address (they test this by sending a letter to the parcel recipient but the letter was lost too). 


I argued, told them it was a valid address. So they sent another letter and it arrived OK at the recipient. 


It ended up being more an exercise in proving the incompetence of their delivery service than anything else. 


Call 2degrees again. 



1537 posts

Uber Geek


  #1964630 26-Feb-2018 16:16
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Hi Varkk 


Sorry for the frustration this has caused. Our agent could have queried it with our Suppliers and Courierpost for you, however Courierpost could pre-empted that and offered to investigated the missing package. 


Please PM us your mobile number, order details including order #, email address and physical address so we can follow up and get a new SIM out to you ASAP. 





428 posts

Ultimate Geek


  #1964903 27-Feb-2018 09:42
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Thanks for that, I went back to the support team yesterday and a new agent referred it on to the shipping team there. They have now confirmed the investigation with Courierpost and have shipped a new card.

240 posts

Master Geek
Inactive user

  #1964965 27-Feb-2018 11:24
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428 posts

Ultimate Geek


  #1966588 1-Mar-2018 16:14
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New SIM arrived yesterday and my phone is operational. Thanks.

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