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Horrendous customer service, is this normal?

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I recently switched from Three to ID MOBILE and am so sorry that I did. Is really bad levels of service normal for ID Mobile?

The ordering process went fine, i ordered the phone on a Thursday got an email saying it would be delivered on the Friday however the phone did not arrive. With the holidays decided t wait and the tracking did not update. On the Tuesday tried online chat with no success eventually managed to speak to someone on the phone to be told that phone was lost or stolen and they would have to start an investigation that would take a minimum of 7 working days. the next day the phone arrive, great i thought but that was only the start of my issues.

The sim card sent didn’t work, tried online chat spoke to multiple people on the phone and nobody could help. Eventually got through to someone who said they thought that I had been sent the wrong sim card. They suggested travelling to a Currys store to get a blank one. As Currys would mean a bit of a journey I asked about an e-sim instead. E-sim was sent but didn’t work. Spoke again to multiple people both online and online chat and was told someone from technical would give me a call back. That of course did not happen.

Tried online chat again which was completely useless. Multiple phone calls later eventually spoke to someone who told me that I had no option but to go to a Currys store and they would give me a new sim and activate for me. So had to just get out of work as needed a working phone, and went to Currys.

The Currys store at Lisburn seem to have hardly any staff in the whole shop waited for around 20 minutes before I could speak to someone, who gave me a new sim. However they could not activate it as only one person in the shop knows about mobile phones and they had just left on holidays and wouldn’t be back for over a week.

Came back home and eventually managed to get new sim to work via online chat after having to go through a ridiculous process of providing I.D (which is fair enough) but then having to take pictures of myself to send to them holding my I.D etc. Absolutely bizarre.

I have multiple case numbers have spoken to probably around 20-30 different staff on the phone, probably another 10 at least on online chat. It seems to be an absolute shambles.

I was promised a call back on the 7th of Jan, 8th of Jan, 9th of Jan and am still waiting. The only response i have received in regards to all of the issues is an email asking for my account details.

Honestly the very worst level of service I have ever had buying anything from anyone. Is this normal as I can still cancel and go elsewhere or back to Three.

M

Michael ZAnswer

iD Mobile Employee

Hi @TommyNI

I do apologies regarding the terrible customer service experience you have received.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

-Michael Z

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A

AndyRichards200676

Active Contributor

Hello

Thanks for the reply.

I went to my local Currys store and a very helpful young man gave me a new physical SIM card and went to the trouble of activating ir for me in store and it actually worked. My problems are solved. Don't know why ID mobile took 10 weeks to try and yet a store didn't in 10 minutes

Gemma M

iD Mobile Employee

Hi @AndyRichards200676,

That's great to hear! Thank you for coming back and letting us know.

I'm really pleased that the Currys colleague was able to get everything sorted for you and that your service is now working again.

I completely understand your frustration given how long you've been dealing with the issue, and I'm sorry that it took so much time and effort to reach a resolution. While we wish it could have been resolved sooner, it's good to hear that the store was able to get the replacement SIM activated and working for you.

Thanks again for the update, and we hope everything continues to run smoothly from here.

Regards,

Gemma M
The iD Mobile Social Media Team

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J

jaydee78

New Contributor

Same here, absolutely operant customer service. Have had a contract with them for quite some time with no issues, I needed a new phone for work so took out a second contract. The phone arrived but was not fit for purpose, lagging and freezing. I spent 2 days trying to get some sense out of ID and eventually opened up a compliant. They will not replace a phone until you send back the one you have and they can inspect it before they let you take out a contract for a better phone. This therefore will leave me without a phone for work. I am a home care worker and need to notes on the fly and be able to contact emergency services or the office ASAP if needed, not east with a lagging and freezing phone, and quite impossible with no phone. Had a robotic call from the complaints department today who just kept repeating the same process and wouldn't budge with regards to helping me out, the only thing they could do is offer me compensation, but couldn't tell me what this be until they received the phone. I politely voiced my frustrations to the agent, who was not doing a very good job at hiding his mockery of me. Unbelievable.

Gemma M

iD Mobile Employee

Hi @jaydee78,

I'm sorry to hear about the experience you've had.

I can completely understand why you'd be frustrated, especially when you rely on your phone for work and have already raised a complaint about the issue. Being left with a device that isn't performing as expected is difficult enough without the added concern of potentially being without a phone during the resolution process.

As you've already raised a complaint, the best thing to do now is wait for the Complaints Team to come back to you. They'll be the team responsible for reviewing the case, discussing any compensation, and confirming the next steps available to you.

I appreciate this isn't the immediate solution you were hoping for, but as the complaint is already being handled, they'll need to complete their review and get back in touch with their findings.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

A

AndyRichards200676

Active Contributor

Sorry you've had such bad service.

They just kept going around in circles with me, doing the same things yet expecting different results.

Its just incredibly frustrating having to deal with them.

At one point they asked me to send my phone back to Samsung, I told them my contract is with you and not Samsung.

It turns out they just couldn't activate my Sim card.

Went to Currys and got a new one and they activated it there and then, fingers crossed its all sorted now and service has been resumed.

It seems they have absolutely no idea of what they're doing and just read from a script.

They gave up and let me get out the contract for the new phone (which I only had 4 months), returned it and got a brand new S26FE for an incredible deal to be fair.

I sincerely hope I never had to deal with them again.

Whenever possible go and see somebody in Currys