Customer service yet again

Anoobees506 · 2021-05-18T13:59:49+00:00

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Anoobees506

Hi UPC, loyal customer here. How come it is considered normal for your sales people to promise something during a sales pitch to then forget it? First the waiving of the activation fee has been “forgotten”. After quite a few calls I now got a credit (no apologies, no big deal, right?). Same sales person promised a free data SIM, this has obviously never materialised, I dared to ask for it today and suprise surprise - “no we can’t do it anymore, what do you want to do now?”. Really?? This is what you have to say lady? With a tone as if it’s my fault? I’m sure you can do better than this!!

Daniele_Sunrise

Anoobees506 Welcome to the community!

Thank you for reaching out to us with your feedback. This is very important so that we can immediately incorporate improvements in our processes and training.

I would also like to apologize to you for what you experienced. It is no pleasure when promises are not kept. For this reason, I would like to fulfill your wish for a free SIM card.

For this I ask you for the following:

Order the desired We Connect product here.
Perform the ID scan and complete the order.
Contact me again immediately after the order via private message with the Sunrise customer number and the order number (is in the email you get).
Please send me also your complete address and your UPC customer number.

Further procedure:

I will forward your Sunrise customer number and the order number to the Sunrise colleagues.
They will insert the discount of 100% on your product.
You will get a confirmation or you will see the free SIM in the next month on your 0 bill.

Important:
When ordering you will see the price of CHF 20.- without discount. By my message to the Sunrise colleagues, the discount will be added to you afterwards (100%)

Greetings
Daniele

Anoobees506

Dear Daniele, thanks for the prompt response. I’ve done what you’ve requested and details were sent to you via private message

Anoobees506

Dear Daniele, I have now received the Wifi sim card and no response from you. Can you please reply first thing tomorrow morning as this is getting out of hand? Thanks.

Daniele_Sunrise

Anoobees506 Thank you for your message.

We have customized your order and sent you the correct free product. Do you have any questions about the product?

Greetings
Daniele

Anoobees506

Can I please get a response?

Anoobees506

Dear Daniele, thank you for the reply. I’ve received a 3-in-1 SIM the next day after the order so I’m not sure if that is the right one. Can you please confirm this is the right SIM that I can use for free with my current UPC subscription?
Kind regards

Daniele_Sunrise

Anoobees506 Yes this is the correct SIM. We canceled the order so the WIFI was not shipped but the correct SIM.

Greetings
Daniele

Anoobees506

Thanks a lot Daniele, I consider the issue resolved now. Kind regards.