Complaints & Escalation Policy
At GlobalSIM Advisory, we are committed to providing clear, unbiased, and helpful information regarding eSIM solutions for international travel. We understand that occasionally, concerns may arise. This policy outlines our structured approach to handling complaints and ensuring fair and timely resolution.
How to File a Complaint
If you have an issue or concern regarding the information or guidance provided by GlobalSIM Advisory, we encourage you to inform us so we can investigate and address it appropriately. Our goal is to resolve issues efficiently and to your satisfaction.
What to Include in Your Complaint:
- Your Contact Information: Full name, email address, and phone number so we can reach you.
- Inquiry Reference (if applicable): If your complaint relates to a previous interaction, please provide any reference numbers, dates, or names of team members you communicated with.
- Date of Contact/Incident: The specific date(s) when the issue occurred or when you last interacted with us regarding the matter.
- Clear Description of the Problem: Provide a detailed account of what happened, including specific examples, any relevant links to information you found problematic, and how you feel the situation should be resolved.
- Desired Outcome: Clearly state what resolution you are seeking. This helps us understand your expectations and work towards a suitable solution.
Please send all complaint-related communications to our dedicated support email: [email protected]. Please do not use general inquiry forms for complaints, as this may delay processing.
Response Timeframes:
- Acknowledgement: We aim to acknowledge receipt of your complaint within 2 business days of receiving it. This acknowledgement will confirm that your complaint has been logged and is under review.
- Resolution Target: Our objective is to investigate and provide a substantive response or resolution to your complaint within 10 business days. Complex cases may require additional time, and we will keep you informed of any delays and revised timelines.
Our Complaint Resolution Process
We follow a structured approach to ensure every complaint is thoroughly reviewed and addressed.
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1
Inquiry Submission
Ensure all necessary details are provided for a swift review.
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2
Acknowledgement
We confirm receipt of your complaint and assign a reference number.
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3
Initial Review
Our team assesses the nature and scope of your complaint.
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4
Investigation
We gather all relevant information, consult with internal experts, and review our guidance.
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5
Formulation of Response
Based on the investigation, we prepare a detailed response or proposed solution.
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6
Communication of Resolution
We communicate our findings and resolution to you.
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7
Your Feedback
You review our resolution and provide feedback on your satisfaction.
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8
Resolution or Escalation
If satisfied, the complaint is closed. If not, the escalation process begins.
Escalation Process
If you are not satisfied with the initial resolution or response provided, you have the option to escalate your complaint. This ensures that your concerns receive further review by a senior member of our team.
How to Escalate:
To escalate your complaint, please send a new email to [email protected]. It is crucial to use the subject line: "Escalation: [Your Original Complaint Reference Number]".
In your escalation email, please include:
- Your original complaint reference number.
- A brief summary of why you are dissatisfied with the initial resolution.
- Any additional information or perspectives you believe are relevant to the review.
- Your desired outcome from the escalation.
Upon receiving an escalated complaint, a senior team member will conduct an independent review of the entire complaint history, the investigation, and the proposed resolution. They will aim to provide a final response within 5 business days of the escalation request, acknowledging the complexities that may extend this timeframe in certain situations.
Scope of Complaints
It's important to clarify what falls within the purview of a complaint handled by GlobalSIM Advisory and what does not. Our service focuses solely on providing information and guidance related to eSIMs. Therefore, complaints typically relate to:
- Accuracy of information provided on our website or in direct communications.
- Clarity or completeness of our guidance.
- Professionalism or conduct of our advisory team.
- Timeliness of our responses to inquiries or complaints.
What is Outside the Scope of Complaints:
GlobalSIM Advisory does not sell eSIMs directly, nor do we operate network infrastructure. Therefore, issues that are outside our direct control and service scope cannot be formally addressed as complaints through our system. These include, but are not limited to:
- Network performance issues: Such as slow speeds, dropped calls, or lack of coverage with an eSIM purchased from a third-party provider.
- Billing disputes with eSIM providers: Any charges, refunds, or discrepancies with your chosen eSIM vendor.
- Technical problems with eSIM activation: Difficulties installing or activating an eSIM on your device.
- Specific pricing or plan details from third-party providers: While we aim to provide up-to-date information, pricing and plan specifics can change rapidly and are ultimately controlled by the eSIM provider.
- Device compatibility issues: Problems related to your specific phone or tablet's ability to support eSIMs.
For these types of issues, you should contact the specific eSIM provider or your device manufacturer directly, as they are well positioned to assist you.
Service Area: Worldwide eSIM Information Coverage
GlobalSIM Advisory provides information and guidance relevant to eSIM usage across the globe. Our comprehensive research aims to cover a vast array of regions, understanding that connectivity needs and eSIM availability can vary significantly from one part of the world to another. Our expertise spans:
Europe
Extensive coverage of providers and plans across the European Union, UK, and surrounding nations. Focus on seamless border crossing and regional bundles, considering regulations like GDPR and Roam Like at Home principles.
North America
Detailed insights into eSIM options for the USA, Canada, and Mexico. Special attention to varying network coverage in vast rural areas and competitive local market offerings.
Southeast Asia
Guidance tailored for destinations like Thailand, Vietnam, Singapore, and Indonesia. Highlighting options for multi-country travel within the region and considerations for varying data speeds and pricing structures.
Oceania
Information for Australia, New Zealand, and Pacific Island nations. Addressing unique challenges like vast distances, island connectivity, and local carrier partnerships.
Africa
Exploring eSIM solutions for diverse African countries, from established markets to emerging ones. Emphasizing regional coverage differences, often requiring more localized provider research.
South America
Providing advice for travelers to Brazil, Argentina, Colombia, and other nations. Focusing on city vs. rural coverage disparities and regional data plan availability.
Middle East
Coverage for countries like UAE, Saudi Arabia, and Qatar. Addressing high data usage scenarios common in business travel and regional data hub connectivity.
East Asia
Specific guidance for Japan, South Korea, and China. Navigating unique network access requirements and popular local eSIM options for robust connectivity.
While our information aims to be as universal as possible, we consistently highlight regional nuances such as specific regulatory environments, common network technologies, typical data costs, and the prevalence of different eSIM providers. Our goal is to equip travelers with knowledge that is both broadly applicable and precisely relevant to their chosen destination.
Related Sections & Further Information
Privacy Policy
Understand how we handle your personal data.
Terms of Service
Review the terms governing your use of our website.
About Us
Learn more about GlobalSIM Advisory's mission and expertise.
Our Services
Explore the full range of eSIM guidance we offer.
Customer Reviews
See what other travelers say about our guidance.
Contact Us
Get in touch with our team for general inquiries.
Frequently Asked Questions
What details should I include in my complaint email?
Please include your full name, email, phone number, any relevant inquiry reference, the date of the incident, a clear and detailed description of the problem, and your desired resolution. This helps us to understand and address your concerns efficiently.
How quickly will I receive an acknowledgment of my complaint?
We aim to acknowledge all complaints within 2 business days of receipt. This acknowledgment confirms that your complaint has been logged and is under review by our team.
What is the targeted timeframe for complaint resolution?
Our goal is to provide a substantive response or resolution within 10 business days. For more complex issues, we will keep you informed of any necessary extensions to this timeframe.
How do I escalate my complaint if I'm not satisfied with the initial resolution?
If you are unsatisfied, please send a new email to [email protected] with the subject line "Escalation: [Your Original Complaint Reference Number]". Include why you are dissatisfied and any additional relevant information.
What types of issues are outside the scope of GlobalSIM Advisory's complaints process?
Issues such as network performance, billing disputes with eSIM providers, technical activation problems, specific pricing from third-party providers, or device compatibility are outside our scope. For these, please contact the relevant eSIM provider or device manufacturer directly.
Does GlobalSIM Advisory sell eSIMs directly?
No, GlobalSIM Advisory does not sell eSIMs. We are an advisory service providing information and guidance to help you choose the right eSIM for your travel needs from various providers.
What kind of eSIM information does GlobalSIM Advisory provide for Africa?
For Africa, we explore eSIM solutions for diverse countries, highlighting regional coverage differences and the necessity for often more localized provider research to ensure robust connectivity, especially in less urbanized areas.
How does GlobalSIM Advisory cover eSIM options for Southeast Asia?
Our guidance for Southeast Asia (e.g., Thailand, Vietnam, Singapore) focuses on options for multi-country travel within the region and considerations for varying data speeds and pricing structures unique to these markets.