I'm not a manager between a chatbot and several support agents
I had been using Airalo for several years, so this is not a review from someone who had never used an eSIM before or simply could not figure out how to install one. Over the years, I had experienced some technical difficulties with Airalo from time to time, but they were always resolved, and I continued using the service. I therefore consider myself an experienced user and am familiar with how eSIMs work and how to follow the necessary installation and troubleshooting steps. This time, however, my Poland eSIM simply did not work. I cannot say with certainty what caused the problem — perhaps there was a technical issue on the service side, perhaps something else — but I followed the troubleshooting instructions, sent screenshots, checked the settings and made it clear that I had no mobile internet. At that point, I asked for a refund. And this is where my experience became extremely frustrating. First, I went through a long troubleshooting process with the chatbot. I followed the suggested steps and explained several times that nothing worked and that I needed a refund. I was then transferred to a human agent. Despite the fact that the conversation had supposedly been passed on, I was asked for information and screenshots that I had already provided. I explained that I had already gone through all those steps with the chatbot and that I was tired of repeating them. When I contacted support again on September 8 because I still had not received the refund, I was transferred to another agent. And once again, I was asked for the same information. At one point, the agent even started discussing a different eSIM — my Europe eSIM, which had already expired — although I had clearly explained that it was the Poland eSIM that had never worked. I had to ask them several times to please read the previous conversations with the chatbot and the other agent and look at the screenshots I had already sent. I was essentially repeating the same explanation again and again. In total, I had to ask for a refund around five times. That is what disappointed me most. I understand that technical problems happen. I also understand that refunds can take time to reach a bank account. In fact, my refund for the Poland eSIM was eventually approved on September 8, and I was told that it could take 5–14 business days to appear on my statement. So I am still waiting for the money and am willing to give it a few more days. But the refund itself is not the main reason for this review. The real problem was the support process. I was an existing customer who had used the service for years. I had already done the troubleshooting, provided screenshots and clearly explained what had happened. Yet every new stage of the support process seemed to require me to start from the beginning. My advice to Airalo is very simple: please read the previous conversation before asking the customer the same questions again. This is especially important when the customer is already in a difficult situation and is asking for a refund because the service they paid for did not work. A customer should not have to act as a case manager between a chatbot and several support agents. After this experience, I will be looking for another company to provide my eSIM service.