Written for dealers. This post shares our view as an independent multi-carrier retailer. Looking for help with your own phone? Visit our help center.
Dear Simple Mobile,
Getting a customer’s NTP is a shot in the dark. Sometimes you’re lucky and it comes in right away, and sometimes you’re waiting and not sure when or if it’ll ever come in.
As I write this, I’m helping a customer get his NTP. We texted 611611 at 4:41 PM and it is currently 5:51 PM.
I called at 4:50 PM to see if they could process it faster, but the rep told us we had to wait 15–30 minutes for it to come in.
Well, over an hour later, that for sure didn’t work.
We called back at 5:11 PM and I had to get transferred to your NTP department to retrieve my PIN. I provided the customer’s email and was told to wait another hour.
Service like this leaves a bad taste for both the dealer and the customer. The customer is unlikely to come back, and the dealer is unlikely to keep activating your service.
Retrieving an NTP should be simple and quick, not painful. It should not take this long or be such a hassle.
Maybe you should find a better way to provide the NTP to your customers, so that leaving isn’t such a painful and terrible experience.
Just my 2 cents.
Best,
Pioneer Mobile
