BNESIM レビュー 318

BNESIM からの回答

2026年2月12日 に更新

UPDATE:

After reviewing the full support history once again, we would like to clarify an important point.

The refund was offered before this review was published. Our support team clearly communicated the refund option in the chat; however, we did not receive a response to that message.

When our marketing team later reached out via email to better understand the situation and assist further, we also shared screenshots of the original support conversation for transparency. Unfortunately, we did not receive a reply to that email either.

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We’re genuinely sorry to read about your experience, and we take feedback like this very seriously.

After carefully reviewing your full support history, it appears there may have been a communication gap. According to our records, our support team offered you a refund, but we did not receive a reply to that message. Following that, we also contacted you regarding device compatibility (Google Pixel 3). However, we did not receive a response to that communication either.

Regarding compatibility, we would kindly invite you to re-read our previous message. At no point did we state that the Google Pixel 3a is not eSIM compatible. The device is indeed eSIM-compatible and remains correctly listed on our website.

What we explained was that, based on further technical research, certain Google Pixel 3a devices may reject eSIM installations after recent OS updates. This is a known device-related issue and not caused by the eSIM itself. It does not mean the device is incompatible, but rather that some units may experience installation conflicts due to software updates beyond our control.

Additionally, our marketing team personally reached out to you to offer a suitable resolution and shared screenshots of the support conversations for full transparency. Unfortunately, we did not receive a response to those messages, and the review was subsequently updated with information that does not reflect the documented communication history.

We remain available and willing to resolve this matter. Please feel free to reply to our latest message so we can finalize the appropriate solution for you.

BNESIM Team

BNESIM からの回答

2026年2月18日

Hi Paul,

First of all, we are genuinely sorry for the experience you had in Cambodia. We completely understand how frustrating that must have been.

We have carefully reviewed your case and can confirm that the full amount has already been refunded to you. Our team also reached out to offer additional compensation, but unfortunately we did not receive a reply.

What makes this particularly disappointing for us is that, as you mentioned in your previous review, you successfully used our eSIM across several Asian countries with positive results. That is the level of experience we consistently strive to deliver, and we are truly sorry that Cambodia did not meet that standard.

We truly value experienced travelers like yourself and would welcome the opportunity to restore your confidence in us. If you’re open to it, please feel free to reply to our previous message or reach out again directly. We would be more than happy to assist further.

We wish you safe and smooth travels ahead.

BNESIM からの回答

2026年2月18日

Hi Val,

First of all, we are truly sorry for the experience you had and for the frustration it caused, but hoppy to see your eSIM is currently active and in use, which indicates there are no issues with activation or connectivity.

Regarding the live chat, we’d like to clarify that our support team replied 16 minutes after your message (we’ve shared a screenshot with you for full transparency). At that time, we were experiencing a particularly high volume of support requests. While this explains what happened, it certainly does not justify the delay, and we sincerely apologize. This is not the level of responsiveness we aim to provide.

Concerning the email validation issue, we also apologize for the confusion. The message you received was conveyed incorrectly, and we have since rectified the wording. The issue was not that your Hotmail address was invalid, but rather that your email provider was blocking our messages. Unfortunately, this is outside of our control, but we completely understand how frustrating and misleading that must have felt.

On the topic of documents and face verification, we would like to clarify an important point: BNESIM provides travel eSIMs, and there is no scenario in which we request identity documents or face verification for activation. Those requirements may apply to local physical SIM registrations in certain countries, including Colombia, but they do not apply to our service.

We genuinely regret that your first experience with us did not meet expectations, especially as someone trying eSIMs beyond your usual provider. If there is anything further we can assist you with before or during your trip, we remain fully available to help.

BNESIM からの回答

2026年2月10日

Thank you for sharing your feedback. We’d like to clarify a few important points for transparency.

Purchasing and activating a BNESIM eSIM does not require any personal documents or identity verification. Upon reviewing your interactions with our support team, at no point were documents requested for the purchase or activation of an eSIM.

The request you are referring to was related specifically to the use of voice call services, not data-only eSIM activation. In rare cases, when calling activity is flagged by our automated security systems (for example, due to unusual usage patterns, regulatory requirements, or fraud-prevention checks), we are required to perform a KYC (Know Your Customer) verification. This is a standard compliance measure applied across the telecom industry to ensure lawful and secure use of calling services.

We understand this can be frustrating, and our support team’s intention was only to ensure service continuity while complying with regulations. We’re always happy to assist further and clarify any concerns directly.

BNESIM からの回答

2026年1月26日

Es tut uns sehr leid zu hören, dass Ihre Erfahrung mit unserem Kundenservice nicht positiv war. Das entspricht in keiner Weise dem Service-Standard, den wir anstreben, und wir bedauern die dadurch entstandene Frustration sehr.

Gern würden wir Ihren Fall prüfen und Ihnen weiterhelfen. Bitte kontaktieren Sie uns unter marketing@bnesim.com, damit unser Team die Situation überprüfen und Sie bestmöglich unterstützen kann.

BNESIM からの回答

2026年1月26日

Thank you so much for your kind words and for sharing your experience. We’re really happy to hear that BNESIM has been a reliable and convenient choice for your travels. Your trust and continued support truly mean a lot to us.

BNESIM からの回答

2026年1月26日

Thank you so much for your review. We’re really happy to hear that overall you had a great experience and that our customer care team was able to resolve the issue for you. We truly appreciate your trust and wish you many more smooth trips with BNESIM.

BNESIM からの回答

2026年1月26日

Thank you so much for your kind words and recommendation. We’re delighted to hear that BNESIM worked flawlessly for you across multiple destinations and made your travels easier. We truly appreciate your trust and look forward to supporting you on many more trips.

BNESIM からの回答

2026年1月26日

Thank you for your support. We’re happy to know BNESIM has been your go-to choice across different destinations and that our plans have worked well for you. We really appreciate your trust and wish you many smooth journeys ahead.

BNESIM からの回答

2026年1月26日

Hi Ashley,

We’re genuinely sorry for the frustration and inconvenience you experienced. We understand how disappointing this situation must have been, and we regret that your experience with BNESIM did not meet your expectations.

After personally reviewing your case, we can confirm that a full refund to your original payment method has been issued.

We’re also sorry that our communication around possible solutions was unclear and added to your frustration. BNE Coins are simply one of the optional payment methods available at BNESIM, alongside card payments, and they are never intended to lock customers into any system. We regret that this was not explained clearly and that it came across differently.

Thank you for taking the time to share your feedback.

BNESIM からの回答

2026年1月26日

Thank you so much for sharing this. We’re really happy to hear that BNESIM has worked seamlessly for you and your family on your trips and that everything was ready to go as soon as you landed. It means a lot to us that we’ve become your trusted eSIM choice for travel.

BNESIM からの回答

2026年1月26日

Thank you, Robert, for sharing your experience. We’re glad to hear that the app was easy to use and that BNESIM worked smoothly throughout your trip in Greece. We really appreciate your feedback and hope to support you on many future travels.

BNESIM からの回答

2026年1月26日

Thank you for taking the time to update your review and for acknowledging the resolution. We appreciate your transparency.

You are absolutely right in pointing out that a simple, administrative issue should never have taken this long or required multiple follow-ups and public escalation to be resolved. While we’re glad we were able to correct it in the end, we fully acknowledge that the experience leading up to that point fell short of the standards we aim to provide.

Thank you again for sharing your experience so thoroughly. Feedback like this is essential for us to improve.

BNESIM からの回答

2026年1月26日

Thank you for your feedback. We’re glad you enjoyed our offers and appreciate you taking the time to share your experience.

BNESIM からの回答

2026年1月26日

Thanks for sharing your experience. We’re glad to hear our range of plans suited your needs and that the lifetime option has been especially useful. It’s great to know everything has been running smoothly for you.

BNESIM からの回答

2026年1月26日

Thank you for such a thoughtful review and for sharing how you use BNESIM across different countries and devices. We’re really glad our app and long-term data solutions have made your travels and remote needs easier. Your trust means a lot to us. Safe travels, always!

BNESIM からの回答

2026年1月26日

Thank you for sharing your long-term experience with us. It’s great to know that our solutions have supported you across different destinations over the years and that the flexibility of our plans fits your travel routine so well. We truly appreciate your continued trust.

BNESIM からの回答

2026年1月26日

Thank you for sharing your experience. We’re really pleased to hear that BNESIM has become a reliable part of your travels and that the app and support team have made things easier for you. We truly appreciate the recommendation.

BNESIM からの回答

2026年1月26日

Thank you for taking the time to share such detailed feedback. We’re glad to know the experience felt clear, dependable, and easy from start to finish, and that our communication made a positive difference for you. Your recommendation truly means a lot to us, and we appreciate your trust in BNESIM.

BNESIM からの回答

2026年1月26日

Thank you for your kind feedback. We’re happy to hear that BNESIM has been a reliable choice for you across your travels and that our plans and support have met your expectations. Your trust means a lot to us.