Hi about 2 weeks ago I'd lost my rain sim and had looked up how to do a sim swap. Rain's website just says you can click the sim swap option on their website - no other info regarding what may happen once this is done. Seeing that it was such an easy process I took it I could just order one off MR D, get the sim swap done online and it would be sorted. To my surprise after I'd now paid for a new sim and it's delivery, I'd navigated to the sim swap option on the website just to be told that my new sim card would be delivered within 3-5 days? for a sim swap? why would they not make this clear to you before you chose this option. Now I know i'm not the only one that has had to deal with this and it doesn't seem like they're even taking into account how frustrating this is. Anyway I'd emailed them immediately explaining the situation and my frustration, explaining to them that I need wifi to work and requested whether or not I may just use the sim I just bought and have it activated under the sim swap. I waited a day for a response only to receive this email:
Good Day
Thank you for contacting rain.
Please note that your sim swap request has been attended to.
The deliveries of all sim cards take between 3- 5 working days.
Please remember to have your Rica docs ready.
Regards
Not answering any of my questions (something that sounds entirely automated)
I was then sent another email stating that my ticket had been solved, just like that! no response to my query, NOTHING.
Anyway I then requested assistance again, to no response.
I then requested that my address be changed to my work address as I was gonna be in office the entire week of the expected delivery (this was before the order had even been handed over to the couriers) I'd explained to them within this request my dissatisfaction and had sent them numerous emails stating that I was taking this further and reporting them for their horrible service. this is the email below:
Hi!
I see!
It's understandable but from what I've heard this has been going on for a while now, and I'm not the first customer that has complained.
I mean the fact that I have to wait 5 days for my sim card to come from Johannesburg just because I need to do a sim swap is crazy, when I can walk down my road and fetch one myself.
I mean it still hasn't arrived, and from what I can tell it doesn't seem like it will be arriving tomorrow either. I mean I'm paying for this service, I'd think that part of what I'm paying for is efficiency, and that's not even close to what i've received since I've taken out this service, between the horrible signal when it was in use and now this drawn out process to do a sim swap it's just ridiculous. I've checked my tracking and my sim card has literally gone back and forth between the exact same location for some reason between the 5th and the 8th and ended up going from Isando, Johannesburg to Islando, Johannesburg? the same place? and then ended up in Nelspruit. It has since departed back to Johannesburg to the exact same place it was in the first place? Like I don't know what's going on?? I've tried contacting your couriers but they're unreachable. And like all of this for a sim..
I don't know mahn, look I work in the customer support industry too, so I know none of this is your fault, and i'm not trying to put all my frustration on you but this is just a really dumb process your company has going here mahn.
I will unfortunately be taking my experience I've had with rain to Hello Peter amongst other social platforms, not mentioning you ofcourse, but I just gotta share my opinion mahn, like I'm not happy with the way Rain's services work, nor do I think they're doing a good job at making me want to stay with the service at all.
Regards,
Ezra
After receiving no response to this I'd sent them three more emails that same day, informing them that sitting with no internet was getting me in trouble with my employer as I couldn't get in contact with them and was costing me a fortune in data purchases - to no response from them
I then emailed them again informing them that I was still awaiting a response - this email also received no response.
I then emailed them again informing them that the couriers had called me to inform me that they were outside my house after I'd specified to them the week before that I'd need my parcel delivered to my work address - to this email i'd received no response too.
My sim was finally delivered yesterday 9 days later, I managed to give the driver all the necessary information. Guess what? I'm still sitting waiting for them to activate my sim. I finally got a response today from them after sending another email informing them of my frustration. The same consultant informed me that I'll need my CCID number and so fourth so he can activate it on his side as they're experiencing issues. I'd informed him that I'm currently at work so I'd have to take an early lunch and tea break on a 8-5 shift just to get this CCID number form my house, anyway 2 taxi's home and back to work later (that has now gotten me into trouble cause I've gone over my tea and lunch times) i provided him with the details, only for him to tell me that the system on his side isn't working. This is just ridiculous honestly.
I mean I've paid for my service on the 1st of the month and have been sitting without the service I've paid for for almost 2 weeks? And sitting without internet has cost me data money, not to mention the two taxi's I've now taken for nothing
their customer service is nearly impossible to contact, their courier service is horrendous, and everything about this service is just a mess.
my internet when it was active was just horrible and could barely get a connection which is bad enough as it is, but their customer service or lack there of is just disgusting.
I'd just like to know how they plan on reimbursing me for all the money and time i've spent on getting them to just do their jobs.
I'd like some feedback on this as I don't know how else to reach these people as they have no contact details. A network provider with no number wow..
