tim customer service

How TIM welcomes new customers (or at least how it welcomed me)

One week ago I came back to my hometown, Brescia, in Italy, for the Summer. I wanted to change my telephone company, and after a long surf on the web I decided to move towards TIM, as it had a very good offer for traffic data, which is what I use my iPhone more for.

I filled the form online, and then I received a message telling me that a courier would have arrived in 7 working days to deliver my new SIM card.

Then I received a call from TIM, telling me that the courier would have come on Wednesday (today), and asking me my preferred time for receiving my SIM card. I said in the morning, because I couldn’t stay at home in the afternoon. The call center operator told me that the courier would have come in the morning before 1PM. I told her that I had an iPhone5, and therefore I needed a NANOSIM.

Today I waited for hours, and then, at 12PM, I started to be a bit worried. Therefore I contacted the call center with my phone (not yet on TIM, so I payed for the call) but there were no option for new costumers or to know where my courier was. Hence I contacted the customer service via Twitter. The operator didn’t know anything about my case and kept repeating that I should have been patient, without giving me any information about my SIM card or my courier.

Then I decided to directly mention @telecomitalia, hoping in some more information. They replied after a hour. In the meanwhile was already 2PM and the courier has arrived. The courier was actually a kind man that told me that nobody told him to come before 1PM.

Anyway, apparently everything was sorted out, but…no, actually, it wasn’t. I opened my pack and I found a MICROSIM inside, whilst I specifically asked for a NANOSIM.

I read @telecomitalia’s reply and I replied, too, telling them about the delay and the wrong SIM. They replied to me telling me that they noticed I was already in contact with an operator via Twitter, and telling me to have a nice day.

Now it’s 4PM. The operator told me to change the SIM in a TIM center. Not a “sorry”, not a single apology.

I strongly doubt I will change the SIM. I will just change telephone company. If I was in the UK I would ask for a refund, or for a discount at least, but unfortunately I know that in Italy that’s just a lost cause.

Here are the screenshots (in Italian). The whole situation is just unbelievable to me.

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