Great Concept - Exceptionally Poor Execution
Shocking customer service! Once again left without data after buying a package (more on that in a bit). Reach out to the live help. After 10 or so hours I get a reply from the live chat that I have a refund. I then point out that's great but I need data. How about a complementary package given when I really needed it the night before it hadn't worked and no one was contactable... then customer service actually blocked me, and at the time of writing I remain blocked from contacting the help service!
This being my worst experience with them. Generally what I can say. Price wise and ease of use they are excellent, when the service works it's great. Unfortunately it's the rest. The app regularly forgets so needs frequent logging in. The account history doesn't really track your history, sometimes it's recorded many times it's forgotten. And all that I could live with but my experience is about 50% of the time the data isn't working. For a company selling data and half the time it failing it's not good.
Not working
Lie about Andorra
Response from developer
Thank you for your feedback, and we’re really sorry for the frustrating experience you had, this is not the level of service we aim to provide. You are absolutely right that in Andorra there is only one available network (Andorra Telecom), so asking you to switch operators was not the correct guidance in this case. We understand how frustrating that must have been, especially while travelling. Regarding the connection issue, this may have been related to a temporary activation or network configuration problem, but in any case, you should not have been left without proper support or a resolution. We also sincerely apologise for the chat experience and the disconnection you encountered, that is clearly not acceptable. Please reach out to us directly at support@zimconnections.com with your order details, and we will review your case as a priority, including arranging a refund if the service was not delivered as expected. Thank you again for bringing this to our attention, we will also use your feedback to improve both our support quality and handling of similar situations in the future.
Needs work
Good price but with two huge massive problems
Response from developer
Thank you for your detailed feedback. We appreciate your thorough testing and valuable insights. We understand the frustration caused by the lack of low data warnings and the significant speed reduction on the unlimited plan after 1 GB. Our team is actively working on improving notification features and optimizing network performance for unlimited plans. Your experience helps us prioritize these improvements. Please contact our live chat through the app for personalized assistance or questions. We value your input and are committed to enhancing our service to better meet the needs of digital nomads like you.
Ottima esperienza
Response from developer
Grazie mille per la tua recensione! Siamo felicissimi che tu abbia trovato facile scaricare e installare la eSIM. Il tuo feedback ci motiva a continuare a migliorare il nostro servizio. Se hai bisogno di supporto o hai suggerimenti, non esitare a contattarci. Buon viaggio e grazie per aver scelto ZIM@SBB!
