topic Re: Update: Misleading Advertising Needs to be Fixed in Get Support

Sim Card Shipped Separate from a Phone?

JimP23 — Thu, 06 Jan 2022 07:45:38 GMT

I ordered a PublicMobile PreOwned phone earlier this week, and it arrived very quickly, just 2 days later. But there was no PublicMobile sim card in the phone nor in the box. Will the sim card be shipped to me separately?

Re: Sim Card Shipped Separate from a Phone?

NDesai — Sat, 10 Jul 2021 00:08:46 GMT

@JimP23 As far as I know, it should be shipped together. You might want to reach out to the moderator team for more info on this.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Sim Card Shipped Separate from a Phone?

esjliv — Sat, 10 Jul 2021 03:34:55 GMT

@JimP23 wrote:
I ordered a PublicMobile PreOwned phone earlier this week, and it arrived very quickly, just 2 days later. But there was no PublicMobile sim card in the phone nor in the box. Will the sim card be shipped to me separately?

Hello @JimP23 ,

When you ordered the phone do you recall selecting the option to include the SIM card?

If you thought a SIM card was supposed to be with the phone, I would inquire with the Moderators and explain this to them.

Hopefully, they will send one to you.

That is GREAT the phone came so quickly!! 🙂

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

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or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

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Re: Sim Card Shipped Separate from a Phone?

NDesai — Sat, 10 Jul 2021 00:14:46 GMT

@esjliv FYI, when you add any phone to your cart, SIM card automatically gets added. PM includes the sim card for free with every phone purchase.

"Each phone is backed by a 1-year limited warranty and includes a $0 Public Mobile SIM."
[Pilot] Certified Pre-Owned Phones Now Available a... - Community (publicmobile.ca)

Re: Sim Card Shipped Separate from a Phone?

esjliv — Sat, 10 Jul 2021 00:21:31 GMT

@NDesai wrote:
@esjliv FYI, when you add any phone to your cart, SIM card automatically gets added. PM includes the sim card for free with every phone purchase.

"Each phone is backed by a 1-year limited warranty and includes a $0 Public Mobile SIM."
[Pilot] Certified Pre-Owned Phones Now Available a... - Community (publicmobile.ca)

Hi @NDesai ,

Yes, I am aware of the wording. But I also know someone who ordered online with Public Mobile and was not sure if they 'zeroed' out the SIM card line or not.

In the cart it defaults to QTY '1' below, but you can change it to '0'.

Re: Sim Card Shipped Separate from a Phone?

hTideGnow — Sat, 10 Jul 2021 00:23:59 GMT

I think the SIM would get shipped together.

But you can open a ticket with mod and confirm. If they are going to ship it to you back because it was missed, ask them how long to expect. PM usually take 3 weeks or 4 weeks for SIM card orders

If you are eager to activate, you can try checking Warlmart/Loblaws/London Drug, they might give out the SIM for free if you activate with them. Or you can also order from Amazon.ca, it's $5 and will ship within 2 days if you have Prime membership.

Update: Misleading Advertising Needs to be Fixed

JimP23 — Wed, 28 Jul 2021 14:31:29 GMT

Hi PM Community,

A few weeks ago I purchased a Certified Pre-Owned Phone from the PM website. When the phone arrived, it did not come with a SIM card. I posted a query about that on this Community Forum, and many of you replied with helpful suggestions, thank you!!

A Mod advised me to write to Device.Return@PublicMobile.ca to request that they send me a SIM card, so I did that.

The CPO Team replied saying:

I had the opportunity to access your order with the order number previously provided, but I couldn't see the SIM that was ordered, in this case, you need to submit a new order just for your SIM card, or you can visit any of our stores and purchase one there and activate it at the same time.

I explained to them that I didn't add the $10 purchase of a SIM card to my phone order because the website clearly stated that a free SIM card would be included with every CPO phone.

Public Mobile replied to me:

Thank you so much for replying.

We are truly sorry for the expectations provided, but in this case, we do not include a SIM card with your CPO devices, in this case, they need to be purchase separately.

Please let us know if you have any other questions about the topic, we are going to be happy to help you.

Thank you.
The Public Mobile team.

So, there is a clear answer. PM's position is that when you buy a Certified Pre-Owned Phone, PM does not provide a free SIM card. The customer has to purchase a SIM card for the phone.

Yet, PM's website clearly states: "Free Public Mobile SIM Card included with each purchase of a Certified Pre-Owned phone."

So, somebody in the Community will have to tell PM's webmaster to remove the incorrect advertising from the website.

Let me emphasize that I don't begrudge having to pay an unexpected $10. The phone that I bought works great, the price was decent, and I love my PM plan. It's perfectly reasonable that PM should charge a small fee for a SIM card. BUT, it's not good to have a website which makes a false promise which causes confusion to prospective customers.

Thank you, PM Community, for your help resolving this issue.

Re: Update: Misleading Advertising Needs to be Fixed

Anonymous — Wed, 28 Jul 2021 14:53:23 GMT

@JimP23 : What's additionally funny is that we've read people getting 2 SIM's. So this is all kinds of wrong to get none and for them to reply that way is just bad. @J_PM

Edit: from your first thread...did you in fact zero out the SIM line when you ordered the phone? Do you have a receipt of the purchase details?

Re: Update: Misleading Advertising Needs to be Fixed

LurganIeUk — Wed, 28 Jul 2021 15:13:09 GMT

@JimP23 When you ordered the phone did not the order screen also show a SIM card that was defaulted to order 1? That was your free one from what I have heard here. Or did you change that to 0? Here is a screen print of the order.....note the default 1 SIM card is priced at $0.00. Did you make any screen prints?

Re: Update: Misleading Advertising Needs to be Fixed

softech — Wed, 28 Jul 2021 15:26:49 GMT

@JimP23 I heard that people are getting free sim when ordering phones before, too.

Are you activating new account? If so, you might be able to get the SIM for free. Check local kiosk like Walmart or London Drugs. If you activate with them , they might give you the SIM for free.

Re: Update: Misleading Advertising Needs to be Fixed

LurganIeUk — Wed, 28 Jul 2021 16:10:51 GMT

@JimP23

I think you were getting responses from a person who is not knowledgeable on the program of including a free SIM. Being a new customer you will find that PM could do a better job explaining things....they seem to forget they are ALL online and clear and concise explanations is what a customer needs to see. Most of us are aware of how free works here....you have to “order” free.....it just does not happen.....make sure when you order free that the price shown is $0.00......and it always works as free.

Nothing misleading here…..but misunderstood absolutely.

Re: Update: Misleading Advertising Needs to be Fixed

BKNS27 — Wed, 28 Jul 2021 16:19:24 GMT

@JimP23

I would suggest you contact the moderator and ask to chat with Silvio or Andu. The two senior moderators. They normally are very helpful in fixing your issue. They might even throw in a $5 discount of your next bill for your troubles.

Re: Update: Misleading Advertising Needs to be Fixed

LurganIeUk — Wed, 28 Jul 2021 16:23:44 GMT

@JimP23

Notice the wording here.

The CPO Team replied saying:

Is that because you removed that option from the order...then they would not see? But they still should have offered you one as they have confirmed it was not ordered!! And from what I have heard that the phone and SIM are shipped separately.

Re: Update: Misleading Advertising Needs to be Fixed

darlicious — Wed, 28 Jul 2021 16:59:58 GMT

@JimP23

I was aware that you get a free sim card with the purchase of a phone. In my mind if you didn't need a new sim that you should be able to get a slight reduction in price. The response was it comes with a free sim card full stop. Either way until @LurganIeUk posted the screenshot I had no idea how to order or what the order form looked like and the process to order.

Still accepting the CPO answer would be a non starter for me and you have done the right thing of coming to the community. I was given great advice when I first joined the community and tangled with a moderator. Get a second opinion. If there is one thing regular members of the community have learned is moderators are frequently wrong. It looks like the same goes for the CPO team.

Whether or not the CPO team is unaware that phones automatically come with a free sim card or they simply forgot to add it to your order they should have remedied the situation by simply shipping you a replacement sim card. The confusion could have occurred on either end with you know realizing you have to tick the box for the free sim card and they realizing the same thing.....as to why you didn't recieve the sim card.

Meanwhile public mobile can help prevent this from happening in the future by giving additional customer service training to the CPO team. They can update the order form to provide clearer instructions on how to fill out the order form to recieve both items. Lastly once you contact the moderators pm can make it up to you by crediting your account the cost of the sim card that you purchased. Include a copy of your reciept in your message to the modertors.

Now that @J_PM has been tagged twice in this thread we should hopefully see these improvements implemented in short order.

Re: Update: Misleading Advertising Needs to be Fixed

barndoor — Wed, 28 Jul 2021 16:59:10 GMT

If you tell someone you are going to give them a free sim with the phone ... then send them a free sim like you said you would OR change the wording of your offer to describe what the situation will be in proper english not expect them to do it the way you want just because you want .

Re: Update: Misleading Advertising Needs to be Fixed

Anonymous — Wed, 28 Jul 2021 17:02:03 GMT

@darlicious : In the prior OP thread esjliv had posted an image of the order screen. Why anyone would opt out of something free is beyond me but I do wonder if the OP did. It's why I asked if they had a receipt detailing their purchase.

Re: Update: Misleading Advertising Needs to be Fixed

softech — Wed, 28 Jul 2021 17:04:46 GMT

@Anonymous wrote:
Why anyone would opt out of something free

Environmental friendly 🙂

I wonder if OP opted out too thinking that it might cost him money.

Still I think there is chance Mod could send the SIM out for courtesy ( with a perfectly normal 3 weeks delivery time)...or as I suggested, just go to a store for activation for the free SIM

Re: Update: Misleading Advertising Needs to be Fixed

darlicious — Wed, 28 Jul 2021 17:14:50 GMT

@Anonymous

Its always confusing when you have to "purchase" a free item. Unless you look closely at the price of the sim card to see $0 and understand that by ticking the box that $0 doesn't suddenly change to $10 or add an additional shipping charge. A common occurence with online shopping.

We have also spent plenty of time here that last couple of Decembers explaining to fellow customers how to purchase their free " more the merrier" add on gifts by ticking the box of the $0 add on and scrolling down to confirm and submit your $0 purchase.

Re: Update: Misleading Advertising Needs to be Fixed

Anonymous — Wed, 28 Jul 2021 17:22:11 GMT

@darlicious : I don't buy it. ( heh heh ) There's a Remove button and a quantity arrow or box. Update the cart and it will reflect your choice. Add more and it will charge it. Make it zero and it will remove it. Click Remove and it will remove it. One has to go out of their way to _not_ "order" a SIM.

You're already in the place to order a phone unlike "buying" the gifts.

Nope. I say the company messed up and that moderator is dead wrong. I would really have to doubt the OP went about not including it. Nor do I know what a receipt has on it.

Re: Update: Misleading Advertising Needs to be Fixed

JimP23 — Wed, 28 Jul 2021 18:31:44 GMT

Hi Community members, thank you for all of the responses!

@Anonymous @LurganIeUk When I ordered the phone the "store" did not add an entry for a SIM card (either free or for $10). I did not "zero out" the SIM card. I did not save a screenshot but I'm sure that it did not look like the image posted today by @LurganIeUk.

@softech, Yes after I received the email reply from the CPO team telling me that they don't give a free SIM card and that I have to buy one, I did purchase a SIM card from the PM Store. The store did not offer it to me for free, and the CPO rep did not give me a discount code, so I had to pay $10. Happily, the SIM card has arrived, and I have activated the new account, and the phone works great.

@BKNS27, thanks, but I'm not going to trouble any more Mods with this issue, I'm not doing this to get $10, I posted this today so that the false advertising on PM's website would be corrected, and I don't know if a Mod can do that?

@darlicious, thanks for your detailed thoughts, but I don't recall that my order for the phone gave me any box to tick for a free SIM card.

Thank you all for this active and helpful Community!!