Random test, or how I didn't become a client

t2 – new level

I have been a client of several telecom operators for a long time, so long that when I decided to replace the SIM card with a new one, the people at the telecom store were surprised that “how did it even work”… It just so happened that I am a client of four mobile operators at the moment and have something to compare with. I took all the numbers and tariffs only for the task, and when I encounter the service of each, I can subjectively evaluate each and build my own personal rating, but that's not what we're talking about now.

I occasionally need to be in remote places where the connection leaves much to be desired… and much to be desired. On one of my trips I couldn't get data in the app and one of the locals dropped the phrase “let me give you wifi”. It was decent in speed and I was pleasantly surprised. When I asked where good internet was, I received the answer – Tele2

Preparing for another trip to this region, I decided to get a SIM card for the router and then it started… I will share my pain and disappointment in the “new level” service.

Let's start step by step:

1. everything seems to be fine with my UX, but I was able to find a tariff and order a SIM card on the website in 15 minutes. I managed to order on the third try because the final step failed. I received notifications that the order was created although it was not completed

2. after placing the order, I received an SMS saying that the courier was not found and the order was cancelled, it was somehow strange for me. Even stranger was the call after ~2 hours from the courier who was standing at the entrance. After the branded beautiful envelope from Tinkov, seeing a crumpled cardboard with the t2 logo was unusual

3. to activate the SIM card, you had to go through some ritual with a tambourine. Have an account on public services + state key (I scan the barcode on the SIM card, indicate the order number, the payment card number and the application says “oops, something went wrong”. And as usual, the money is written off, and the granny is left with nothing… I think that maybe this is like the order registration, I'll re-enter the application and happiness will come, but no. Groundhog Day awaited me again with step-by-step activation instructions and a request to enter payment card details – well, no.

4. I call support, prepare arguments and calm my nerves. After listening to the music, I waited for the operator, described the situation and a game called “I will transfer you to another specialist” began, which after three jumps ended with beeps. The problem was not solved.

5. bot in telegram – help. I wrote there, but the result was only the next day. Go to the salon, the operator on the other side of the good told me.

6. Half a day later the call (the connection quality was terrible) periodically asked the caller to speak louder. It was an operator employee who wanted to clarify the reason for my desire to get my money back. P.S. I still haven't received it at the time of writing, I have enough patience to fully appreciate it

   Completion

   There was no goal to write something angry or emotional, I am only sharing my surprise and disappointment that in these times this happens. In short, the level of service leaves much to be desired. The quality of the website (online store) and application development – no comments, since I am a developer myself and have different criteria, but you can't do that with clients. The quality of communication between operators and a problem client is a solid three, and I am the one who came on his own and “with money for a long time.”

   P.s. I don't know what level the operator had before, but the slogan “about a new level” doesn't intrigue me anymore