Kogan "Sorry and Thank You" after Telstra Port Issues

Ldtorr on 23/02/2013 - 11:35
Last edited 23/02/2013 - 11:49

Last night I got an email from Kogan:

"Thank you for your recent order with Kogan Mobile.

In the first two months since Kogan Mobile launched, some customers did not receive First Class Service and we would like to apologise. We know that you experienced a porting delay, which may have been very frustrating for you. You may also have had some difficulty contacting our customer service team, while large numbers of people were seeking updates to their porting issues at the same time.

Whilst the porting delays were entirely out of our control, and arose as a result of issues faced by Telstra Wholesale in establishing its new prepaid mobile platform, it nonetheless remains unacceptable for any Kogan customer to have this sort of experience.

Since the launch of Kogan Mobile, tens of thousands of customers have left their existing providers and switched to our new service. Our customer service team has grown by over 500% and we have made many improvements to our systems and processes in order to ensure First Class Service is provided to all our customers. Meanwhile, the network operator continues to work hard to resolve the underlying issues:
http://telstrawholesale.com.au/products/mobile/mobile-servic….

Whilst it is only a small proportion of customers who have experienced issues, we are deeply sorry to those who have been affected and we would like to offer you a $25 gift voucher which you can use on anything in the Kogan.com store*. We would also like to offer you a further $25 gift voucher that you can share with a friend who wants to make their first purchase from Kogan.com"

tl;dr After them having issues with porting numbers from Telstra they've given people 2x $25 gift cards to use on their site. You can use both of them (in separate purchases only), you don't have to give the other to a friend.

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Comments

  • c64 on 23/02/2013 - 12:30
    +2

    In the first two months since Kogan Mobile launched, some customers did not receive First Class Service …

    lol i never would have seen that coming

    • May4th on 23/02/2013 - 12:43

      it came as a shock to me too

  • bargainr on 23/02/2013 - 17:30

    I had woeful service, 40mins+ on hold trying to setup my account. Cancelled the service. I think they now hate me. lol. No sorry email or $25 voucher in my inbox - but since they'll never get my business again probably a win-win.

  • freakitude on 23/02/2013 - 21:47

    i ordered the sim on 1st feb still havent received it.

    emailed them today asking whats happening.

    • iseenya on 25/02/2013 - 16:52

      Today's email:

      "Important Order Update
      Due to provisioning delays caused by the network operator, we are unable to ship your Standard/Mini/Micro SIM Starter Pack - Kogan Mobile on time.
      On behalf of the network operator, please accept our sincere apologies for this delay and for any inconvenience this delay may cause you.
      Your item is now expected to be shipped from our warehouse on or before Friday, 8th of March."

      • kwaker on 09/04/2013 - 20:29

        bit late

  • Amaris on 23/02/2013 - 22:08
    +2

    Could it be???

    Initial customer service team = 1 member
    Current customer service team = 5 members

    Voila! increase of 500%

    • emibel19 on 24/02/2013 - 13:25
      +1

      Actually, that would be an increase of 400% of the original or an increase to 500% of the original.

  • Moots on 24/02/2013 - 02:05

    I received the same e-mail and came here to open a new thread but here we are!

    I received the e-mail with two codes. My porting was rejected 3 times and the SIM card is now deemed worthless.

    After receiving the email I thought it was a decent apology. Typical blame game on Telstra and bad customer service was blamed on Telstras problem again…

    So I received a $25 voucher for I and a friend (new customer first purchase).

    I had an item in mind, added to cart. Item is $49. Input the voucher code and what a surprise… Gift code cannot be redeemed.

    What a joke!

  • wayacos on 24/02/2013 - 10:43

    My experience with Kogan was not pleasant.
    They sent me the wrong sims on 2 occasions then got it right.
    The call centre put me on hold and after 25mins chucked me out and told me to email someone.
    I did and eventually got a reply 2 weeks later,that told me my new card was on it's way.
    Received it and all has worked o.k. since then.
    Only O.K.
    I will wait and see if the d/l speed on data improves before I will consider changing my Virgin(Optus)numbers over.
    For the money they seem O.K.

    • In10ce on 24/02/2013 - 13:51

      How can a sim be wrong?
      Just asking..

      • twodollah on 24/02/2013 - 17:37

        Wrong size. Eg, micro, nano, standard.

  • In10ce on 24/02/2013 - 13:48

    Meh.. Seems to be a lot of kogan hate around…. They still have best price on market for almost every product they sell.

    Telstra do not have the best service record and internal resistance to outside companies is quite high.. . So I recon Kogan looks legit and I personally prefer companies that say it how it is…

    I got Kogan Mobile yesterday… Everything worked easy.. Number ported and on in 35min.. Since then I have exhausted the free data and found speed to be very good
    Now just to drain last of 100 min worth of call and 100 sms from the starter before extending for the $299 365 day deal!

  • mitcheo on 24/02/2013 - 17:30

    My kogan mobile experience was a joke. I got the email with 2 codes, havnt tried to use them yet, i wonder if i can combine them?

    Im not sure how you can say they have the best price for everything, just about everything i looked at on the site can be found cheaper elsewhere.

    • dtorr on 24/02/2013 - 20:14

      Can only use 1 code per transaction.

    • In10ce on 25/02/2013 - 19:45

      Sorry to hear you had bad experience… Mine has been outstanding
      For the record… I said 'almost every product they sell'
      I have looked around and For example…. find an unlimited plan or a Galaxy S3 (legit) for less $$

  • mitcheo on 24/02/2013 - 21:07

    I guess the 32gig usb delivered for $25 would be the best buy then

  • In10ce on 25/02/2013 - 19:36

    Ok go find a s3 for less $$

  • mitcheo on 25/02/2013 - 20:02

    I was only looking at things < $100 to buy with my voucher, rc toys etc, havnt looked at the high end stuff.

    For me the speed while browsing the internet was less then half the speed of my woolworth prepaid.

  • YOTR on 25/02/2013 - 22:07

    Anyone have a code they'd like me to use? :)

    • mitcheo on 25/02/2013 - 22:37
      -2

      Haha nice try, ill sell you mine for $20 :p

  • briony on 27/02/2013 - 12:07

    Does anyone know if I can use the Kogan sim in a Telstra 4g Sierra wireless modem just for data?

  • tabtab1980 on 18/03/2013 - 10:09

    Be very careful with Kogan. I too had problems from the start! They couldn't port over my existing number and for 2 weeks I tried emailing & calling them always to get the same automated response. Finally, I decided to just get them to give me a new number, as they didn't seem to be able to find a solution to the problem. After 10 days I I found out that I had used up 6GB of data which I found incredulous as I used to use up about 500MB of data in the same amount of time when I was in Vodafone and hadn't been downloading anything or doing anything extra with my data, so I phoned them up again and they looked into it but said they couldn't tell me what had been using up the data, it wasn't a problem with the network, it must be my phone. I thought it was weird but continued on and when my 30 days had expired I went to recharge online and for some reason couldn't?!

    So I phoned them up (after an hour on hold) and they told me that I could no longer recharge with this number, that I would either have to go with a different provider or get new sim and new number. I was in complete shock and when I asked why, I was told by the operator that my usage showed that I was using my phone for business purposes (I don't even have a business!. When I said that it was unlimited calls and texts I was told that there is a fair usage policy. Now I was in complete shock as I think that this is false advertising on their part!

    The worst part about it is that I hardly used my phone. I was actually thinking to myself, I shoudl make more calls to get good use out of this. How naieve was I! I found them to be unhelpful and rude and I have never had this problem before with any other provider. After looking into sites on the internet, I found that this happened to a lot of people who are now going to the ACCC.

  • randomhat on 05/04/2013 - 12:22
    +1

    read the stories here ,https://www.facebook.com/pages/Kogan-Mobile-Fail/436912296385920?fref=ts
    dont join kogan mobile
    my daughters account was closed,no reason given ,the only way we found out was when the credit ran out we couldnt
    re new and the it took ages to get through to there customer service to find out it was because of over usage
    kogan fail

  • texanboy on 10/04/2013 - 17:27

    Same here randomhat - stay away people - the whole Kogan mobile thing is spinning out of control. I have been an unabashed Kogan consumer (even defended them in OzBargain) - until now. In January, set up my kids on the three month $79 deal - porting was a little difficult, but usage experience and coverage was good.

    After three months, went to top up - kept getting errors - had to e-mail help desk only to be told that the kids had to move to another provider because of to over usage - best estimate is about 8 calls, 20 SMS's and minimal data per day. So much for UNLIMITED (reasonable use clause)- no specific info given to us on where the or how the supposed usage breach occurred - just go away, we don't want you as a customer. This must be in breach of some ACCC regulation?

    So now, Ruslan, not only have you have lost my kids as mobile customers and you have lost a long time electronics consumer and customer FOR EVER. The only good news is that I will never have to read another OzBargain listing from Kogan, because even if he was giving away LCD TV's, I wouldn't want one!

  • easternculture on 14/04/2013 - 23:57

    We would also like to offer you a further $25 gift voucher that you can share with a friend who wants to make their first purchase from Kogan.com

    If anyone has a spare "friend" $25 voucher, i would be grateful. Please pm me

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