Did not receive order & unable to order more

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
Hi,

I place an order on 4/29/16 and did not receive my order so I created a claim for it on 5/6/16.
It is still not resolved.

I wanted to place another order so I can start testing my system but I am unable to place an order from my login. When I click on "Quick Links" "Order More SIMs" I get a blank page.

Am I just unlucky or what???

thanks
Photo of Mehmet Korucu

Mehmet Korucu

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Posted 3 years ago

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Photo of Stephen Blackburn

Stephen Blackburn, Official Rep

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Hello Mehmet,

I'm sorry that you have not yet received your SIMs. I have escalated this to our fulfillment department to understand the status of your order. They will be in the office Monday so I will have an update for you then.

We will also look into why you receive a blank page when trying to re-order.

Best Regards,
Steve
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Stephen Blackburn, Official Rep

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Hello Mehmet,

The Aeris fulfillment team checked into your delivery and according to the tracking information the package was delivered on May 2nd at 12.59pm. As you did not receive package we will ship you replacement SIMs at no charge.

We will send the tracking information to your email address. 

In addition, our engineering team are looking into the issue you reported when trying to reorder SIMs.

My apologies for the inconvenience.

Best Regards,
Steve
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Stephen Blackburn, Official Rep

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Hello Mehmet,

The replacement SIMs were shipped to you yesterday. The tracking number was sent to your email address.

When you receive your SIMs and assign them to your account using the 6 digit code contained in the box with the SIMs you will be able to order more SIMs using the "Order more SIMs" link. This link returns a blank page if you do not have SIMs already assigned to your account.

Best Regards,
Steve
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Mehmet Korucu

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Thank you

I received the replacement SIMs you sent but when I try to assign them to my account it gives a red error text and says it does not recognize the code I entered.
I tried it a few times so I am sure I enter the right code

"Unidentified package number"

thanks
(Edited)
Photo of Mehmet Korucu

Mehmet Korucu

  • 8 Posts
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Thank you

I received the replacement SIMs you sent but when I try to assign them to my account it gives a red error text and says it does not recognize the code I entered.
I tried it a few times so I am sure I enter the right code

"Unidentified package number"

thanks
Photo of Bob Heckmann

Bob Heckmann, Official Rep

  • 349 Posts
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Hi Mehmet,

Thanks for posting your issue. I understand it was a one-off situation and the Neo team has contacted you with a resolution. Please let us know in the Community if you have additional questions.

Best regards,
Bob

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