Rain Mobile SIM Deliveries

[WGF_Bombproof]

So they missed another delivery date, (the 4th one now)
I ordered on the 7th..

today customer care told me:
RAM couriers are now handling the deliveries.
they have no way of tracking the deliveries
they do not know if my package have in fact been dispatched
they cant track anything.
.. and the backlog should be resolved before the end of the week and I can expect a delivery before Friday

yea right!

Chat started on 20 Jun 2018, 08:22 AM (GMT+0)
(08:22:20) *** Me joined the chat ***
(08:22:21) Me: hi
(08:23:01) Me: can you update me on the status of my order? order no ######
(08:23:42) Me: oh look only 72 in queue, great!
(08:44:53) Me: still waiting in line, now 40 in queue
(09:09:43) Me: still waiting 12 in queue
(09:22:18) *** Qiniso joined the chat ***
(09:22:37) Qiniso: Hi, welcome to rain. Let me check for you shortly.
(09:22:49) Me: ok
(09:24:30) Qiniso: Still checking, feedback coming shortly.
(09:24:36) Me: ok
(09:27:12) Qiniso: Your order is scheduled to be delivered this week. You will be contacted for delivery confirmation
(09:27:47) Me: I was told last week that it would be today?
(09:28:48) Me: I was given delivery dates 4 times now (including today) so they not delivering today then?
(09:29:40) Me: who is the courier handling this?
(09:30:14) Qiniso: As of Friday we had to change couriers, We are now working with Ram. Ram will in this week finish all backlog deliveries in one week as opposed to the 3 weeks and more than our previous courier made customers to wait.
(09:30:30) Qiniso: We apologize for the inconvenience.
(09:30:50) Me: ok could you provide me with the ram parcel tracking number?
(09:32:37) Qiniso: For now we cannot, we are at the final stage of installing their correspondence into our system here at support.
(09:33:08) Me: oh so then my package was not dispatched yet?
(09:34:32) Qiniso: The sims have been dispatched and are with Ram for delivery, it is just that we cannot track orders individually at the moment up until Ram correspondence is installed.
(09:35:06) Me: ok so basically then you have no idea what is going on?
(09:36:27) Qiniso: You will receive your sim before the end of the week, before delivery you will be contacted to confirm delivery and check your availability.
(09:37:07) Me: it's 2 weeks since my order was placed, after the 2nd delivery failure I was told I will get free delivery and will be refunded my delivery charge, when will that happen?
(09:39:41) Qiniso: As of Friday we had to change couriers, We are now working with Ram. Ram will in this week finish all backlog deliveries in one week as opposed to the 3 weeks and more that our previous courier made customers to wait. We apologize for the inconvenience. Ram could not agree with the free delivery that was going to be done by our previous courier to make up for the backlog they caused,
(09:40:06) Qiniso: However Ram is going to complete all these backlogs in just 1 week. This week.
(09:41:07) Me: ok so now you want me to pay for delivery after your CEO made a public statement that deliveries will be free to customers that is affected by the delays?
(09:41:50) Me: is the delivery will be charged for the instuctions from your CEO?
(09:44:28) Qiniso: Wait, were you charged initially? if the answer is yes, you will receive a refund. Those who's orders were not paid for are the one's who's orders are deleted and they must re-order.
(09:45:31) Qiniso: What will affect you in this is only the fact that, you expected delivery at a certain day as promised by another courier, but now you will only receive it on the day the new courier will provide it.
(09:47:56) Me: yes I placed my order on the 7th, entered my credit card and was billed R120 for delivery, delivery would have been on the 8th, then on the 11, then on the 13th, and then last week the twitter team told me that RAM took my order and I have been prioritized, and that I would get it today 20th
(09:49:21) Me: I paid for delivery, and was told I will get free delivery due to delay and would get a refund. now I want to know when that refund will take place
(09:50:25) Qiniso: Refunds have been processed as of today, they will all be payed during the course of the week.
(09:52:02) Me: ok but i still want confirmation of when I can expect delivery of my package
(09:52:35) Me: if you dispatched it then there should be a reference for it
(09:53:26) Me: someone would have an excel sheet or perhaps a book with a pen that they keep track of it
(09:54:03) Me: could you ask that person what is written next to order no #######?
(09:54:17) Me: surely that would not be that hard would it?
(09:56:32) Qiniso: Did you not receive an sms from Ram as yet?
(09:57:03) Me: no, if I had then I would have had a tracking number
(09:57:42) Me: so I believe that it have therefore not been dispatched yet
(09:57:49) Qiniso: Ram will send you the sms for the Ref number.
(09:59:26) Qiniso: It is with them, Sims were dispatched as of the time we had the previous courier and all tracking references we have on our system at the moment will lead back to them, Ram correspondence is being installed, by friday it will be running
(09:59:55) Me: I know how ram works, I use them myself, at the moment it looks like my package have not been dispatched at all. because ram sens a sms within 15 min of picking up a parcel
(10:00:37) Qiniso: They inherited 8000 backlog orders. It is an unusual situation.
(10:01:06) Qiniso: They will have all of them delivered this week.
(10:01:12) Qiniso: All of them
(10:01:26) Me: only 8000, thats not so much,
(10:03:42) Qiniso: We at support have no tracking numbers up until correspondence is installed, Sims were dispatched weeks ago and have now changed hands from the previous courier to RAM, Ram has being delivering the orders and they will have completed the deliveries at the end of this week.
(10:06:30) Me: ok who can I contact at RAM to find out details about my delivery?
(10:08:10) Qiniso: You will have no delivery reference that will enable you to enquirer about your specific order since we also cannot give it to you. As soon as they send you the sms with the reference only then will it be possible to track your order.
(10:08:25) Qiniso: *enquire
(10:09:03) Me: who is your contact at RAM? what branch is your contact point?
(10:11:03) Qiniso: We do not have Ram's contact here at support. We will only start interacting as soon as we have their correspondence on our system.
(10:11:44) Me: some branch of RAM tok all the sims, yet you dont know who?
(10:11:58) Me: *took
(10:15:48) Qiniso: Here at support we were advised that sims have been dispatched and they will be received by their intended recipients by the end of the week, if that does not happen we will be advised on how about to assist those clients whom will not receive delivery by then, As of now the deliveries are still en route to customers and we have had no problems as yet.
(10:17:31) Me: I have a problem, no way to track the alleged parcel and all pointing to a 4th delivery failure
(10:19:37) Qiniso: It is Highly unlikely to reach a 4th delivery failure, Should it happen we will have it resolved for you. We understand your frustration and we do apologize for the inconvenience.
(10:19:50) Me: where is your head office located?
(10:20:24) Qiniso: In Capetown.
(10:20:46) Me: ok Capetown is big..
(10:21:06) Me: more specific?
(10:25:04) Qiniso: All customer queries do not get handled at head office.
(10:27:05) Me: yes well I did not ask where queries get handled, I asked the location of the head office
(10:29:55) Qiniso: I apologize Mr ***** i do not have it.
(10:30:32) Me: I do, I googled..
(10:30:46) Me: here write it down
(10:31:05) Me: Rain (Pty) Ltd. 3012A William Nicol Drive, Bryanston, 2021, South Africa Company Reg.: 2004/029951/07 VAT no: 4012345678
(10:35:17) Qiniso: Mr ****** please give us up until the end of the week to have this delivery delivered to you, we understand the frustration you have felt and we are certain at the end of the week this will be a thing of the past and you will be enjoying our service.
(10:37:51) Me: I do feel more could be done as at this point you are unable to confirm order status
(10:39:34) Me: also the web support and the twitter support should agree on what is being told to the customers
(10:39:34) Qiniso: We apologize sir, this is only a temporary setback. A teething problem if i can refer it to such, These are the last few days such a problem will exist.
(10:40:05) Qiniso: I agree, a 100% we will forward this suggestion
(10:41:58) Me: ok I'll leave you to it then, I guess there is a mob of people still wanting to ask the same questions that I have and that you actually dont have answers for
(10:43:48) Qiniso: Thanks Mr *******, We are working around the clock to have all these issues sorted, turn around time will be as of Friday.
(10:46:34) Me: you should actually just copy and paste the following statement:

"thank you for contacting rain,
at this time we are unable to track or verify your order,
If you are here to find out when your delivery is expected,
then we can not help you.
We advise you to kindly stand by your gate and keep a lookout for a courier,
we expect (hope) they will turn up before the end of the week. we cant track anything so we really dont know.
but besides that, how can we help you today?"
(10:46:55) Me: that should help
(10:48:11) Qiniso: We apologize for the inconvenience.
(10:48:46) Me: good point, add that onto it as well
(10:48:49) Me: cheers
(10:49:45) Qiniso: Thanks, enjoy your day further.
(10:50:03) *** Me left the chat ***

Yea I'm a troll sometimes

 

[warwickw]

I order 3 sims (as that is all you allowed for your family), have received 7 sims but I'm not allowed to get a 4th activated as it breaks their 3 sim rule.

Even though I have 3 dependents as such I need 4 sims. Agent actually told me to get someone else to order the 4th for me, hows that for RICA.

 

[cygx1]

hows that for RICA.

It's to stop possible abuse. 3 is very reasonable per person, don't you think?
get your wife/partner/family member(s) to sign up. What's the issue?

 

[warwickw]

It's to stop possible abuse. 3 is very reasonable per person, don't you think?
get your wife/partner/family member(s) to sign up. What's the issue?

My point is kinda defeats the object of RICA if I have to get an adult that doesnt live we me to RICA a sim.

 

[cavedog]

I must say that RAm does usually do a good job. They deliver to outlaying areas next day usually so that is pretty decent. So looks like Sendr lost the contract for Rain....

 

[am-user]

Thought of something: couriers are not stock warehouses. Their job is to keep parcels moving from start to end. If they are delivering wrong devices and too many sims, surely this is the fault of the destination sender, namely RAIN? RAM just picks up parcel and transports to the receiver's address - they don't pick and pack stock.

I'm saying RAIN despatch is the problem here

I arranged to go to SENDRs office last week to collect my SIMs, and they had hundreds of SIMs unallocated. They took two and linked them to my profile there and then.

I did not see any stacks of devices though...

I am sure it is SENDR who is dropping the ball... erm SIM and that rain got RAM in to pick up the pieces

 

[dotcat]

It's just a shame that South Africans have been exploited to such an extent that we will (albeit begrudgingly) put up with service like this. We should have all canceled our orders once we received the first runaround but it's not like we can vote with our cash and support the competition without paying a lot more than we should be.

So we will continue to wait and complain and harass the poor people who have to respond to our chats on the rain website.

 

[d0b33]

It's just a shame that South Africans have been exploited to such an extent that we will (albeit begrudgingly) put up with service like this.

I don't have a problem with their logistics being a mess at launch. The performance of network is all I care about so far it's performing well.

 

[StoneCold]

I don't have a problem with their logistics being a mess at launch. The performance of network is all I care about so far it's performing well.

True dat.

I have to say I'm also quite impressed with the network at this stage during off-peak times. Here's hoping it can remain that way in the months to come

 

[TedLasso]

Ordered yesterday afternoon, delivered this morning.. Good stuff

 

[Jintong]

Ordered yesterday afternoon, delivered this morning.. Good stuff

Orded mine Last week monday still waiting damn

 

[dotcat]

Orded mine Last week monday still waiting damn

Been waiting more than a week. Was promised delivery by rain team yesterday but nothing. Really bad service.

 

[DreamerDOt]

Nightmare service when you call it days contact support when you contact support nobody responds when you go on the chat your generally 65 in line and then the chat disconnects I was promised order 826 3weeks ago I had to order again 6262 still no response smells like iburst tastes like iburst

 

[Jintong]

I think that number is tied to rain they need to give you a ram waybill number possibly they haven't dispatched your order as yet

Thats what i got when i asked Ram Regarding the delivery ......

 

[Leno]

Ordered Monday, delivered Wednesday by RAM in PE, not activated yet

 

[dotcat]

Nightmare service when you call it days contact support when you contact support nobody responds when you go on the chat your generally 65 in line and then the chat disconnects I was promised order 826 3weeks ago I had to order again 6262 still no response smells like iburst tastes like iburst

Best thing to do is just forget you paid R120 for broken promises....and when RAM finally do deliver it will be a nice surprise!

 

[MrJacques]

I ordered on Monday and got a call this morning from the couriers. They were waiting outside... at completely the wrong address / area! They took down my correct address and said it would be delivered tomorrow. But I wouldn't be surprised if they didn't send the correct items if they couldn't get the address right - Rain's fault (probably), not the couriers.

So... no delivery today. Rain can't supply me with a tracking number... how do you send out parcels without tracking numbers? And I'm on leave tomorrow and without the tracking number it's a bit difficult for the courier to find the parcel to update the delivery address. Rain will need to put in some serious effort with sorting out their launch issues.

 

[Dan C]

So... no delivery today. Rain can't supply me with a tracking number... how do you send out parcels without tracking numbers? And I'm on leave tomorrow and without the tracking number it's a bit difficult for the courier to find the parcel to update the delivery address. Rain will need to put in some serious effort with sorting out their launch issues.

They probably handed RAM a truck load of SIMs and then just instructed them where to deliver.

 

[MrJacques]

They probably handed RAM a truck load of SIMs and then just instructed them where to deliver.

Probably yes, which begs the question of how rain will know if anything goes missing. Sounds like a logistics nightmare.

 

[dotcat]

So its Friday - no contact from RAM.