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Mon téléphone

I haven't received my SIM card and how to reship?

I ordered a SIM card on 14/6/2021, and they planned to deliver on 18/6/2021. But it's 21/6, and I still have not received my SIM. I went to the personal space to check. It still YELLOW at step 4 (delivery) but GREEN at step 5 (active).
I tried to make a re-ship request, and they canceled the shipping without creating a new one. Furthermore, I couldn't find the client's email to claim this problem.
What should I do next?
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J'ai commandé une carte SIM le 14/6/2021 et ils prévoyaient de livrer le 18/6/2021. Mais c'est le 21/6, et je n'ai toujours pas reçu ma SIM. Je suis allé dans l'espace personnel pour vérifier. Il est toujours JAUNE à l'étape 4 (livraison) mais VERT à l'étape 5 (actif).
J'ai essayé de faire une demande de réexpédition, et ils ont annulé l'expédition sans en créer une nouvelle. De plus, je n'ai pas pu trouver l'email du client pour réclamer ce problème.
Que devrais-je faire ensuite?

LE-KHANH
LE-KHANH

LE-KHANH

Niveau
0
31 / 100
points

Réponses

Daniella
Daniella

Daniella

Niveau
4
5000 / 5000
points
Equipe

Bonjour Le Khanh, dans ce cas, seuls nos collègues du suivi de commande peuvent vous renseigner. Vous pouvez les contacter gratuitement au 09 81 66 26 66
Bonne journée, Daniella, conseillère Bouygues Telecom

LE-KHANH
LE-KHANH

LE-KHANH

Niveau
0
31 / 100
points

Hi Daniella, I called to the number but I don't speak French so I couldn't understand the auto-answer system. Is there any way for me to contact the client's system by email?

Bonjour Le-Khanh,

I'm here to help you, i'm contacting you privately to take stock of the case.
Remember to check your spam and unwanted.

Visanna , Experte Bouygues Telecom

..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

LE-KHANH
LE-KHANH

LE-KHANH

Niveau
0
31 / 100
points

Thank you. I have just terminated the new phone line. I have a comment: The phone line should be activated after the customer received the SIM card. Having an activated line without taking the SIM card made me feel something wrong (like a scam).

Le-Khanh,

I understand your feeling, and i confirm that the SIM card activation is done automatically. This is the procedure
I assure you, there is nothing wrong and no scam :)
Have a nice evening.

Visanna , Experte Bouygues Telecom

..................
Téléchargez l’Appli Espace Client sur Android et iPhone
https://bytl.fr/EspaceClientMobile
..................

LE-KHANH
LE-KHANH

LE-KHANH

Niveau
0
31 / 100
points

Hi Visanna,

I felt weird because it announced that my SIM card would arrive from 14 to 18 of June. However, I couldn't receive any notice about any problem with the delivery till 21/6.
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I tried to figure out what's the problem, but I couldn't explain why. Then, I looked at the order in my personal space and made a re-ship order. However, they canceled my order without any information about the re-ship. Meanwhile, I still received e-mails about charging fees. That's why I felt like a scam. I think that I'm not the only one who feels worried about this process.
Thank you for listening to me.
Have a good day.

Bonjour Le khanh,

Sorry for the late answer.
Thank you for your return. we're taking into account yor remarks.
Looking forward to evolve our procedures.
Best regards,

Visanna, Experte Bouygues Telecom

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