nelsonic
commented
4 years ago The reasons I opened this issue are:
- This is an incredibly frustrating UX for someone wanting to pay to use a product.
- Deliberately not having any email support forces people to use the phone.
The reason they don't have email support is so they can charge for the tech support calls. i.e. punishing people for the bad UX of their onboarding process by forcing people to pay more!
no-reply/noreplyemail address is an epic UX fail https://github.com/dwyl/hq/issues/468
Having an issue open is a way of tracking "progress" on this.
The outcome I expect from this life/business lesson is we need a much better system for our email!
GOTO: https://github.com/dwyl/app/issues/267
Context
I've been using my 3 Mobile SIM on EU Roaming in PT for the past few years and it's been very good. 👍 Having a foreign Network Operator in PT means I get to use all the local networks. 💡 Which means I get better coverage than someone who is local and bound to one network! 📶
But there is a downside to having a foreign mobile number in PT ... Many PT services (banking, utilities and e-Commerce websites) require a PT Mobile phone number. Also, with Brexit, there is some uncertainty about the continuity for free roaming for UK customers. 💭
NOWO
After a bunch of research I determined that the best value for money Network (for someone over the age of 25) in PT is "NOWO" https://pt.wikipedia.org/wiki/Nowo see: https://www.nowo.pt/movel It's a Mobile Virtual Network Operator (MVNO) that uses the MEO (old PT Telecom / TMN) network. So it has excellent coverage/signal quality for a fraction of the price.
The cheapest NOWO plan is
€7.50/monthfor500mbofdataand500 sms/mins. https://simulador.nowo.pt/simulador/inicioOrdered the SIM Card on Jan 10 2020
I placed the order for my SIM card on Jan 10 2020: Email confirming that I have ordered the SIM Card (translated). Received Jan 10, 2020, 3:17 PM:
PT original:
Paid for the SIM Promptly (the same day I received the Email)
I went to the ATM to pay for the SIM Card order. ATM Receipt:
The Problem
The SIM card never arrived. It's been 16 working days (or 24 calendar days) since I ordered it.
Customer Support?
NOWO does not have a
publiccustomer service email address! https://www.nowo.pt/contactos All they have isPREMIUMRate Phone Numbers!I tried searching the internet for a customer support email and some of the forums suggested
info@nowo.pt.I attempted to email
info@nowo.ptbut the email was rejected by their SMTP server:I Called
16805the "New Customer" Hotlinehttps://www.nowo.pt/contactos/
Just spoke to Neusa dos Santos who informed me that because I was "already a customer" I had to call the (existing) "Customer Service" line not the "New Customer" line. The "Customer Service" line is
€0.30/min. 🤦♂Called the
PREMIUMRate Customer Support Phone Number. The first call dropped after 4 minutes. (the line just went dead.) €1.20 and spoke to someone who has assured me that a new SIM card will be sent. The person put me on hold twice during the call. So it ended up taking 13mins 03sec. So that phone call cost me €2.70 In total I spent €3.90 and 30+ mins calling the customer support line. 😠Just received this "Customer Satisfaction Survey" email:
PT original: (yes, those
  are in the PT version too!)I answered the Survey:
https://www.nicereply.com ...
What if the Exorbitant Customer Service Line Does't Solve my Problem?
I've searched LinkedIn for "Nowo" https://www.linkedin.com/search/results/all/?keywords=nowo and sent LinkedIn Connection Invites to all the Employees who work for Nowo.
Once I am connected to a handful of them, I will send an email directly to the Customer Service Manager
Next Action: Wait Another 7 Working Days ⏳