30 Day Unlimited Calls & Texts + 32GB $4.90 for First Month @ Kogan Mobile

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Kogan

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  Firremann on 18/12/2019 - 16:20

  +2

  Some new info. Be careful, they have not sent me a sim with this one, even though it is meant to be a part of the package. It took time to even find out that the card hasn't been sent.

  • 

    Venom on 18/12/2019 - 18:31

    How did you contact them as I have the same issue

    • 

      Nil Einne on 19/12/2019 - 20:07

      When did you 2 order? I ordered their Cyber Monday special on the 6th and just realised I'm fairly sure I had the same problem. I ordered from Dick Smith, in my order details I can contact Dick Smith which is how I contacted them.

      Note as below, Dick Smith seem to send an "Order dispatched" email, or at least they did in October. So if you ordered from Dick Smith and didn't receive one, you may have the same problem. No idea what happens when you order from Kogan. Sorry.

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  pdevonporf on 18/12/2019 - 21:05

  +1

  Same here ,pretty Shonky outfit.They make it very difficult to contact them as you seem to go through a series of hoops or more like loops.

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  StrayfireX on 19/12/2019 - 12:01

  Kogan Mobile NZ is pretty unreliable. I'd stay away from them if you are counting on using it for a visiting mate.

  Letter/SIM takes ages to arrive, I had issues activating the voucher code, spent an hour talking to CSR and then took even longer to actually get data working.

  Kogan Mobile NZ needs to send SIMs from NZ, not Australia.

  • 

    Nil Einne on 19/12/2019 - 20:04

    Fairly sure they are, or at least were in October. I ordered on the 18th, the SIM cards were dispatched on the 21st as per the email received (and the stamp on the envelope), and I received it on the 24th.

    And it looks like a typical NZ Post Candida prepaid envelope, well with a Kogan mobile logo at the top left and my address is Name, Street, Suburb, NI then my post code on the right. (So it ha no Auckland even though it was in the address I provided them.) At the back "Place in any NZ Post mailbox for delivery" with a NZ PO Box (91-204 / Kogan Mobile Returns c/o Brightpoint NZ).

    That said, I still haven't received the SIM I ordered on the 6th. It's Christmas so I didn't think much of it but it is a very long delay. More to the point, I also never received an "order dispatched" email. So I figure they never actually sent my SIM like Firemann.

    Their website is confusing. It says dispatched on the 6th. But it says order dispatched 18th for my previous order too which I'm fairly sure is wrong as per above. I think this may be when they sent the voucher and their site can't cope with 2 different dispatch dates or something. (This is Dick Smith.)

    Anyway I sent them an email, will see what they say. Provided it arrives by the end of the year I don't care.

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  nzninja97 on 19/12/2019 - 23:14

  Ordered mine from Dick Smith NZ on 02/12/19 for the 32GB. Didn’t receive mine so I contacted DS customer service and they sent me two new sims through Kogan NZ on 14/12/19 and arrived today 19/12/19. I can confirm that the sims are dispatched from NZ and not AU. Brightpoint is the distribution company used to sent out the sims.

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  Firremann on 20/12/2019 - 11:45

  Yes, very frustrating. To contact Kogan you need to login, locate your order, and even then it is not obvious how to contact them. It doesn't help that I have never received an order confirmation, only email with the voucher. The order said the sim was included free of charge. The email with the code says "Please redeem your voucher once you have purchased and received your SIM card" implying that it does not include the free sim.

  My recommendation is to respond to the email with the order outlining the problem to [email protected] and including Commerce Commission in CC <[email protected]>. If we all do this, they will investigate. What Kogan are doing looks like a scam. It is also not very obvious, that they will charge your credit card at the end of the month and disabling the auto-recharge is also thoroughly hidden.

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  nzninja97 on 20/12/2019 - 15:28

  Just got the email from Kogan.

  Dear XXX,

  We understand you purchased a Kogan Mobile SIM card recently.

  Unfortunately, there was an unforeseen delay in dispatching your Kogan Mobile SIM card, but this has now been resolved.

  Your Kogan Mobile SIM cards will be sent via courier post, to ensure they reach you as soon as possible.

  We wanted to sincerely apologise for this delay and any inconvenience this may have caused.

  We appreciate your patience regarding this matter, and we're sure you'll love our Kogan Mobile service.

  If you have any further issues with your order, please don't hesitate to get into contact with our Orders Team here, or if you have any issues activating your service, please contact our Kogan Mobile Support Team here.

  Kindest Regards,
  The Kogan.com Team

  • 

    Firremann on 20/12/2019 - 15:36

    Same here.

    Must be the power of the Commerce Commission in CC ;)

    • 

      Nil Einne on 23/01/2020 - 20:26

      I actually got 2 emails, the first from Dick Smith customer support suggesting I forgot to add a SIM (it's supposed to be automatic) and to send my address and they'll send me a SIM. Then that one from Kogan. I replied to Dick Smith but they also got the message I guess and said there had been a problem now resolved.

      I fairly doubt they were intending to to defraud people. It makes zero sense. Even if they sold 100,000 of these which seems an extremely high number, that's only at best $490000 profit. The whole purpose of this is to try and get people to use Kogan long term which is how they will really make money. They achieve that by getting people to actually use it and keep it whether by accident or on purpose which doesn't happen if they don't send the SIMs.

      I strongly suspect what happened is something went wrong in their supply chain and they somehow didn't actually send the SIMs for some or all people by accident. Since they say it may take up to 2 weeks, and it was Christmas time, people didn't think much of not receiving their SIM for a while. Once people did start to wonder and complain, they looked in to it after enough complaints and realised something had gone wrong and fixed it.

      The only possibility I can think of where they intentionally did not send the SIMs is if they ran out of them and were waiting for new ones. If that is the case, their communication was poor and misleading, but again I'm sure they were always going to send them. The only thing the number of complaints may have done is convince them to use courier rather than normal post.

      P.S. Personally I didn't find it that hard to notice it will auto-renew or to turn it off although maybe that's in part because when I'm giving my card I'm always on the lookout for such things. Also this was on a mobile device, perhaps it's a little different on desktop.

      • 

        pdevonporf on 23/01/2020 - 22:06

        Yes my card took a month ,But fortunately I had another sim and so was able to use 32g over the Christmas break. A lot of these companies with free subscriptions obviously hope you don't turn the auto renew off.Kogan does send you an email telling you are coming to the end.A good trick is to use a prezzie card with a few dollars on the card and so if you forget to turn auto renew off no payment will go through .And of course you're not handing over your credit card number to some overseas site.