Have you guys tested your own new customer experience?
The Oomph 4G sim card arrived today. Dropped it into my phone, and it's asking for a PIN. Where is it? It's not printed on the letter. Why would you send out a product that needs a PIN but neglect to mention this pretty critical piece of information. So I googled it (it goes without saying that you've royally screwed up if a customer has to Google something like this) and apparently it's a generic PIN, not private, so why isn't this printed on the paperwork I got with the sim? Poor.
So I try the generic PIN (7890) that I had to Google to get, and obviously it doesn't work. Now it's asking for a damn PUK... where's the PUK?? Again, I have to Google this. And apparently I have to log in to my Virgin Mobile account to get the PUK. But, I don't have a Virgin Mobile account because I've just received the sim, fair enough, I'll go make one.
So I try to register a new Mobile account, but to make a new account it's asking me to verify my mothers maiden name...!!! How can I verify my mothers maiden name, I haven't given it to you yet!! My mothers maiden name is what it is, I enter that, and obviously it's not accepted because you haven't been given it yet, so it's expecting a different answer to the actual answer... where... what... seriously?? What is going on here?
So in order to use this sim I need to get the PIN, but first I need the PUK, I can't get the PUK unless I make an account but I can't make an account because you're asking for my mothers maiden name which I haven't given you yet but you seem to think you already know it!? So I can't use this service now unless I call you, last time I did that I was on hold for 30 minutes and the call itself was not a pleasant experience.
This doesn't need to be this difficult, it's 2019.